Assistant Manager – Customer Service Operations

Job Title: Assistant Manager – Customer Service Operations

Location: Gujranwala – Service Branch
Reports To: Branch Manager – Service

Job Purpose

We are seeking a dynamic and customer-focused Assistant Service Manager to join Dawlance at our Service Branch in Gujranwala. The role involves overseeing day-to-day service operations, ensuring customer satisfaction, supporting technical teams, and maintaining operational excellence in line with company policies.

Key Responsibilities

• Supervise daily operations and performance of the Authorized Workshop (AWS).
• Handle customer complaints, guide employees for quick resolution, and ensure no recurring service faults.
• Maintain documentation accuracy and take corrective measures in consultation with the Branch Manager.
• Develop and maintain strong relationships with dealers and franchises to support business growth.
• Monitor branch and franchise reports (revenue, satisfaction, warranty issues, quality, and training).
• Oversee warranty, costs, expenses, revenue generation, and ensure quality improvement.
• Manage daily collections, reconciliations, and deposits, and report to Branch Manager.
• Ensure employees follow SOPs, KPIs, and health & safety protocols.
• Support and guide service staff to achieve operational efficiency and customer satisfaction.

Education & Experience

• graduate Engineer (Industrial, Mechanical, or Electrical).
• 1–2 years of relevant experience in service operations, technical support, or customer service.

Skills & Competencies

• Strong interpersonal and leadership skills.
• Excellent complaint handling and customer service tactics.
• Technical knowledge of home appliances and service operations.
• Ability to manage functional operations effectively.
• Strong problem-solving and analytical skills.

Job Type: Full-time

Pay: Rs150,000.00 - Rs170,000.00 per month

Work Location: In person