Qureos Mentor

Bari Textile MIlls Pvt Limited

Qualifications and Skills<ul><li>Experience: Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce, with experience managing remote teams.</li><li>Industry Knowledge: Familiarity with garment retail, particularly knitted apparel (hoodies, t-shirts, sweatshirts, pajamas), including product specifications and customer expectations.</li><li>Leadership: Proven ability to lead, motivate, and manage a team of CSRs in a remote, fast-paced environment.</li><li>Communication: Exceptional verbal and written English communication skills, with the ability to train CSRs to meet North American customer standards.</li><li>Technical Skills: Proficiency in CRM systems, e-commerce platforms (e.g., Shopify), and Microsoft Office Suite.</li><li>Cultural Adaptability: Understanding of USA and Canada customer service expectations, including professional tone, cultural sensitivity, and responsiveness.</li><li>Problem-Solving: Strong analytical and problem-solving skills to handle complex customer issues and improve team performance.</li><li>Education: Bachelor&rsquo;s degree in business, communications, or a related field preferred; a high school diploma or equivalent required.</li><li>Availability: Willingness to work flexible hours to accommodate USA/Canada time zones (e.g., evening shifts in Pakistan to align with North American business hours).</li></ul>Work Environment<ul><li>Remote Role: Based in Pakistan, managing a remote team of CSRs, with regular virtual communication with USA/Canada teams.</li><li>Tools Provided: Access to CRM software, communication platforms (e.g., Slack, Zoom), and training resources.</li><li>Schedule:</li><li>( 7 PM&ndash;2 AM PKT).</li></ul>Key Responsibilities<ul><li>Team Leadership: Supervise, train, and mentor a team of Pakistan-based CSRs to deliver high-quality customer service to USA and Canada customers, ensuring adherence to brand standards.</li><li>Customer Interaction Management: Oversee handling of customer inquiries, complaints, and order issues (e.g., sizing, returns, shipping) for knitted apparel, ensuring timely and effective resolutions.</li><li>Process Optimization: Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.</li><li>Escalation Handling: Address escalated customer issues, particularly those involving product quality, delivery delays, or complex returns, maintaining a professional and customer-centric approach.</li><li>Cross-Cultural Communication: Train CSRs to understand and adapt to USA and Canada customer expectations, including cultural nuances, language proficiency, and time zone alignment (e.g., EST, PST).</li><li>Performance Monitoring: Track and analyze team performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and provide regular reports to senior management.</li><li>Technology Utilization: Manage and optimize the use of CRM software, and e-commerce tools to streamline customer interactions and improve efficiency.</li><li>Training and Development: Recruit, onboard, and train new CSRs, fostering a culture of excellence, accountability, and product knowledge specific to knitted apparel (e.g., fabric care, sizing charts).</li><li>Collaboration: Work with USA/Canada-based marketing, sales, and logistics teams to align customer service with business goals, ensuring seamless order fulfillment and customer experiences.</li><li>Compliance and Reporting: Ensure compliance with company policies, data protection regulations (e.g., GDPR for Canada, CCPA for USA), and maintain accurate records of customer interactions.</li></ul>Job Type: Full-timeEducation:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In personApplication Deadline: 05/09/2025 Expected Start Date: 05/09/2025

Customer Service Manager

Join Bari Textile MIlls Pvt Limited and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Bari Textile MIlls Pvt Limited

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Customer Service Manager