Call Center Supervisor - Customer Service Leadership - TJ / 1849638

Our client Zaz Logistics is looking for a Call Center Supervisor - Customer Service Leadership in Lahore

Zaz Logistics is seeking a dedicated Call Center Agent to serve as the primary liaison between the company and its current as well as potential customers. This role requires effective handling of a wide range of customer inquiries, complaints, and issues with a strong focus on customer satisfaction. The ideal candidate embraces ownership in resolving problems, demonstrates excellent communication skills, and actively engages customers to foster positive experiences. Managing a team of 10 agents, the Call Center Agent will lead efforts to maintain high service standards and meet key performance targets.

The successful candidate will perform a variety of tasks including handling large volumes of outbound calls, following structured communication scripts, identifying customer needs, and providing timely resolutions or alternatives. Additionally, the ability to spot opportunities for upselling products and building strong, sustainable relationships is critical. This role demands a proactive approach to customer support, attention to detail in documentation, and consistent achievement of both individual and team goals within a dynamic work environment.

Responsibilities

• Manage and execute a high volume of outbound calls efficiently while adhering to call center protocols.
• Follow established communication scripts closely when addressing various customer topics to maintain consistency.
• Identify and assess customer needs, clarify any uncertainties, research issues thoroughly, and deliver effective solutions or alternatives.
• Recognize and act on opportunities to upsell products or services to existing customers during interactions.
• Build and maintain sustainable relationships with customers by providing exceptional service and going beyond standard expectations.
• Accurately record all customer interactions and relevant information in the call center database in a clear and organized manner.
• Collaborate with and manage a team of 10 call center agents, providing guidance and support to meet collective and individual performance targets.
• Set priorities, manage time effectively, and multitask to balance customer needs with call center demands.
• Continuously monitor personal and team performance against qualitative and quantitative goals to ensure service quality and efficiency.
• Adapt communication style to suit different customer personality types and situations, maintaining a customer-focused approach.
• Promote a positive work environment that encourages team collaboration, motivation, and professional development.