CSR Manager

Position Title: CSR (Customer Service & Sales) Manager
Department: Customer Service / Online Sales
Reports To: Chief Operating Officer (COO)
Location: E-11, Islamabad
Employment Type: Full-Time

1. Position Overview

We are seeking a dynamic and results-driven CSR Manager to lead our Customer Service and Online Sales teams. This dual-function role requires a proactive leader who can ensure superior customer service while optimizing online sales operations. The ideal candidate will have a strong background in managing customer service teams, driving digital sales strategies, and collaborating across departments to deliver an exceptional customer experience.

2. Key ResponsibilitiesCustomer Service Management

• Supervise and mentor the customer service team to manage inquiries, complaints, and escalations efficiently.
• Develop, document, and enforce SOPs for call handling, order processing, and after-sales support.
• Monitor and analyze performance metrics such as response times, resolution rates, CSAT, and NPS.
• Conduct onboarding, regular training, and refresher programs for CSR team members.
• Implement escalation procedures to ensure timely and effective resolution of critical issues.
• Maintain and utilize customer feedback mechanisms to identify areas for improvement in products and services.

Online Sales Management

• Oversee the complete online sales process: lead management, conversions, payments, and delivery coordination.
• Collaborate with Marketing and E-commerce teams to drive digital sales growth and achieve revenue targets.
• Ensure online product listings, descriptions, pricing, and stock status are consistently accurate and up to date.
• Track and improve sales KPIs: conversion rate, cart abandonment, average order value, and customer retention.
• Liaise with warehouse and logistics teams to ensure timely order fulfillment and customer satisfaction.
• Utilize customer interactions to execute upselling, cross-selling, and loyalty-building strategies.

Collaboration & Reporting

• Work cross-functionally with Operations, Marketing, IT, and Finance teams to enhance the customer journey and streamline processes.
• Prepare and present regular performance reports on CSR activities, online sales metrics, customer feedback, and operational bottlenecks.
• Contribute insights and suggestions in strategic meetings to align customer service standards with sales goals.

3. Required Qualifications & Skills

• Bachelor’s or Master’s degree in Business Administration, Marketing, or a related field.
• 4–6 years of experience in customer service and/or online sales management, preferably in a fast-paced e-commerce environment.
• Strong leadership skills with a proven ability to build and manage high-performing teams.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Proficiency in CRM systems and business platforms such as Odoo ERP.
• Hands-on experience with e-commerce platforms (e.g., Shopify, WooCommerce, Daraz, Amazon) is a strong advantage.
• Analytical mindset with the ability to interpret data and drive actionable insights.

Why Join Us?

• Competitive salary: PKR 130,000 – 150,000/month
• Lead digital transformation in customer service and e-commerce
• Dynamic and collaborative team culture
• Growth-oriented environment with leadership opportunities

To Apply:
Please send your CV via Indeed

Job Type: Full-time

Work Location: In person