AM Customer Services/ Customer Care - M & P Courier & Logistics - Karachi
(2024-04)
Team Lead Customer services/ Customer Care - PTCL (Contact Center), Karachi - Karachi
(2018-10 - 2024-03)
- Supervise and lead a team of customer service representatives, ensuring high performance and meeting KPIs (Key Performance Indicators).
- Conduct regular coaching and training sessions to enhance team skills and knowledge.
- Provide guidance, motivation, and support to team members to ensure customer service excellence.
- Develop and implement strategies to improve the customer experience across all touchpoints.
- Monitor customer interactions to ensure adherence to service quality standards.
- Actively seek customer feedback to identify areas for improvement and drive customer satisfaction initiatives.
- Oversee day-to-day operations of the contact center to ensure smooth functioning.
- Monitor call volumes, response times, and service levels, ensuring efficient resource allocation.
- Manage shift schedules, ensuring adequate coverage during peak hours.
- Analyze call center data and prepare regular reports on performance metrics such as customer satisfaction, first call resolution, and average handling time.
- Identify trends in customer complaints and feedback to proactively address service gaps.
- Track team performance against KPIs and set individual and team goals for continuous improvement.
- Address and resolve escalated customer issues or complaints in a timely and effective manner.
- Ensure that all customer queries are handled in a professional, empathetic, and solutions-focused manner.
- Implement processes for effective issue resolution and follow-up to guarantee customer satisfaction.
- Conduct regular quality checks on customer service interactions to ensure compliance with company policies and standards.
- Collaborate with other departments to implement process improvements and streamline customer service workflows.
- Establish and monitor customer service protocols to ensure consistent service delivery.
- Assist in the onboarding and training of new customer service agents.
- Identify skills gaps within the team and develop training programs to address these.
- Stay up to date with industry trends, tools, and technologies, and ensure team knowledge is current.
- Foster positive relationships with key customers and stakeholders, acting as a point of contact for any high-priority issues.
- Support customer retention strategies and build long-term relationships with clients to drive loyalty.
- Work closely with sales, marketing, and product teams to align customer service efforts with business objectives.
- Provide customer insights to the relevant departments for product or service development.
Academic Coordinator - HEJ Foundation Public School, Karachi - Karachi
(2015-01 - 2022-09)
