Senior Lead Customer Service (Onsite, Lahore, PKR Salary)

Requirements:

• Bachelors or Masters degree in Business Administration, Customer Service, or related fields.
• Minimum 8-10 years of experience in customer service, with at least 5 years in a leadership role.
• Proven track record of managing and improving customer service operations.
• Strong leadership and communication skills, excellent problem-solving abilities, and experience with customer service software/tools (e.g., Contegris).
• Exceptional leadership and team management skills.
• Strong analytical and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to handle pressure and resolve conflicts effectively.
• Strategic mindset with the ability to align customer service efforts with business goals.
• A customer-first mindset with the ability to advocate for both the customer and the business.
• Strong knowledge of customer service best practices and emerging trends.

Responsibilities:

• Develop and implement customer service strategies that align with the companys objectives.
• Set and monitor customer service performance goals and KPIs to ensure high SLA.
• Lead, mentor, and motivate the customer service team to maintain excellent customer relationships.
• Recruit, train, and develop a high-performing customer service team.
• Conduct performance evaluations and provide coaching to improve team members skills.
• Foster a customer-focused culture, encouraging collaboration and teamwork.
• Oversee customer inquiries, complaints, and feedback, ensuring timely and effective resolution.
• Analyze customer interactions and feedback to identify areas for improvement.
• Implement new processes and tools to improve response times and overall customer satisfaction.
• Manage customer service operations, including call centers, Chat support Outbound and balance teams.
• Ensure that processes are efficient, cost-effective, and scalable to meet growing demands.
• Establish and maintain service-level agreements (SLAs) and internal quality standards.
• Collaborate with other departments (Sales, Product, Marketing) to ensure a seamless customer experience.
• Act as the voice of the customer within the company, providing insights and recommendations for service or product improvements.
• Monitor and report on customer service metrics and performance data to leadership.
• Use data-driven insights to make decisions and improve customer service processes.
• Handle complex or escalated customer service issues, ensuring satisfactory outcomes for all parties.
• Develop protocols for managing customer crises and high-pressure situations.
• Stay updated on the latest trends in customer service and implement best practices.
• Lead initiatives for continuous process improvements, ensuring the team adapts to evolving customer needs.