Senior Executive, Customer Care - Karachi

Overview:
To manage, lead, and coach customer care team in a positive professional work environment and with the objective fo providing state of the art customer service experience to all customers.

Key Responsibilities:

* Assist the Customer Care Manager for implementation of departmental strategy and to achieve departmental objectives
* Understands, communicates and works to achieve the objectives of the company
* Directs customer care executives while ensuring optimum levels of customer service.
* Develop daily tasks priorities for the team
* Responsible for fostering growth of relationships with the customers.
* Supervises executives in operational functions required to maintain compliance with departmental policies and procedures
* Assists in the job training and cross-training of the customer service staff.
* Responsible for all types of intercations with the customer (walk-in, telephonic, written)
* Responsible for analyzing all customer issues and exception requests and suggesting solutions
* Responsible for Customer Retention
* To make sure that all customer service related activities are being done with in the bench- marked time.
* Responsible for resolving all customer grievances involving compensation.
* Responsible for overseeing the payment collections. Ensuring maximum recovery of quarterly installments.
* Documenting processes and procedures followed in the customer care and property transfer department.
* Reviewing Reports of all the activities carried out on daily, weekly and monthly basis.
* To ensure proper administration and discipline at Customer Care.

Key Performance Requirements:

* To be a rouble shooter who can diagnose situations & devise solutions
* To lead and motivate the team of customer care executives
* To ensure effective implementation of company polices & procedures at Customer Care.


Personal Attributes:

* Ability to work independently as well as lead and motivate a team
* Leadership skills
* Innovative, proactive and customer focused
* Work well in a pressure situation
* Self-motivated and flexible
* Integrity
* Interpersonal Skills

Knowledge/ Skills:

* Leadership/People skills
* Good planning and organizing skills
* Excellent communication skills in English (both verbal & written)
* Teambuilding skills
* Excellent computer knowledge
* Knowledge on corporate culture and values

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