customer service representative Jobs in Islamabad

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client success manager – 1 Jobs in Islamabad

client success manager – 1

customer support representative (csr) Jobs in Islamabad

customer support representative (csr)

key account manager

customer service manager

Zones

<div>Description 
 
 
 
Company Overview: 
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there&rsquo;s really only one: Zones &ndash; First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud &amp; Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. 
Position Overview: 
As the Client Success Manager, you'll be involved in ensuring client satisfaction and success. Your duties include efficient order processing, fostering strong client relationships, addressing customer needs, managing inventory, and contributing to project management efforts. This role demands strong customer service skills, organizational prowess, and the ability to excel in a fast-paced environment while working autonomously.
What you&rsquo;ll do as the Client Success Manager I
Employees employed in the role of Client Success Manager shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<ul><li>
Order Fulfillment &ndash; Process orders and quotes in a timely and accurate manner.</li><li>
Relationship Building &ndash; Interact and build relationships with customers on a daily basis.</li><li>
Customer Service &ndash; Provide for Customer operational and reporting needs.</li><li>
Sourcing &ndash; Process, coordinate and manage to off catalog customer requests.</li><li>
Project Management &ndash; Conduct account planning and coordination of needs.</li><li>
A primary focus on new accounts for their first 6 months as well as at risk accounts on the Service Desk.</li></ul>
Process
List critical processes this individual will undertake to achieve targeted results.
<ul><li>Order Fulfillment &ndash; Process orders and quotes in a timely and accurate manner
</li><li>Create quotes and orders flawlessly.</li><li>
Meet or exceed customer/contract SLAs on Quote delivery</li><li>
Meet or exceed customer/contract SLAs on Order placement</li><li>
Continuously monitor open orders and expedite where needed</li><li>
Provide comprehensive and timely communication to customers and Sales</li><li>
Relationship Building &ndash; Develop solid relationships with Zones customers.</li><li>
Interact with customers on a daily basis.</li><li>
Establish relationships with multiple people in multiple departments</li><li>
Constantly communicate outstanding orders, constraints and alternatives.</li><li>
Coordinate and encourage Zones team member interactions with accounts</li><li>
Customer Service &ndash; Provide for Customer operational and reporting needs.</li><li>
Provide proactive action to provide 5 star service.</li><li>
Have a complete understanding of the Zones Service Catalog</li><li>
Be the first and primary line of contact on all customer issues and concerns</li><li>
Engage Sales to coordinate communication of service and needs.</li><li>
Ensure that timely and impactful reporting is provided to the customer</li><li>
Sourcing &ndash; Process, coordinate and manage to off catalog customer requests.</li><li>
Ensure custom catalog maintenance on Zones Connect</li><li>
Process project worksheets for inventory allocations</li><li>
Monitor and coordinate inventory management activities. (Hardware)</li><li>
Monitor and provide support activities on Customer contracts (Software)</li><li>
Project Management &ndash; Conduct account planning and coordination of needs.</li><li>
Actively participate in pipeline growth and maintenance activities</li><li>
Uncover future needs through constant value driven interactions.</li><li>
Understand account dynamics and look for ways to increase profitability</li><li>
Understand Zones automation capabilities and look for opportunities to provide those services to customers.</li><li>
Coordinate with PMO or Enterprise Operations on new customer roll outs</li></ul>
.
What you will bring to the team:<ul><li>
Graduate &ndash; Any Specialization.</li><li>
Experience in Enterprise level sales</li><li>
Strong customer service skills and commitment to meet or exceed customer requirements</li><li>
Excellent organization skills and process expertise</li><li>
Ability to work in a fast-paced environment and meet aggressive deadlines</li><li>
Excellent verbal and written communication skills</li><li>
Ability to negotiate, influence, and persuade</li><li>
Analytical with excellent problem-solving skills</li><li>
Ability to work with little or no supervision.</li><li>
Bachelor's degree in business administration or any other Field</li><li>
Minimum 2-3 years of experience.</li></ul>
Zones offers a comprehensive Benefits package
At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.
We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
Job timings: 1:00 PM to 09:30 PM (Pk time)
#LI-UQ1</div>

Client Success Manager – 1

HR Ways

Hiring Assistant Manager Customer Success - ISL - Onsite ﻿ ﻿About the Client Company:﻿﻿Fastest-growing construction consultancy having 500+ employeesRole Overview:The Assistant Manager - Customer Success is responsible for supporting the operational effectiveness, service quality, and people management standards of the Customer Success function. The role requires strong team leadership, customer relationship oversight, process discipline, and performance monitoring to ensure customer retention, service consistency, and continuous team development. Strong follow-up on customer matters, internal action items, pending tasks, and escalations is essential to ensure timely resolution and service continuity.﻿Job Responsibilities:<ul><li>Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer-facing operations.</li><li>Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.</li><li>Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.</li><li>Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.</li><li>Coach team members on communication standards, professionalism, ownership, and structured customer handling.</li><li>Support onboarding, probation reviews, performance conversations, and capability development of team members.</li><li>Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.</li><li>Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.</li></ul>Required Competencies:<ul><li>Proven ability to manage teams, enforce accountability, and create a disciplined yet supportive working environment.</li><li>Strong customer relationship management skills with the ability to handle critical conversations and service sensitive situations professionally.</li><li>Excellent verbal and written communication skills, including the ability to draft clear updates, meeting minutes, and performance feedback.</li><li>Sound judgment, emotional intelligence, and maturity in balancing people management with organizational requirements.</li><li>Strong problem-solving and escalation-handling capability with a proactive and solution-oriented approach.</li><li>High ownership, attention to detail, and ability to manage multiple priorities in a fast-paced environment.</li><li>Comfort with performance tracking, reporting, process monitoring, and structured follow-through on action items.</li><li>Digital literacy and working proficiency in tools such as Zoom, Microsoft Teams, Outlook, and other collaboration platforms.</li><li>Strong follow-up and follow-through skills to ensure timely execution, coordination, and closure of tasks.</li></ul>Qualification &amp; Experience:<ul><li>Bachelor's degree in Business Administration, Management, Communications, or a related discipline.</li><li>Minimum 5 to 7 years of relevant professional experience, preferably in Customer Success, Client Services, Account Management, or Operations.</li><li>Demonstrated hands-on experience in team management, people supervision, and service delivery oversight.</li><li>Prior experience in managing customer escalations, service reviews, and cross-functional coordination will be preferred.</li></ul>Other Details:Work Location: Islamabad/Rawalpindi ﻿Work Mode: Onsite ﻿Work Shift: ﻿US Shift (6 PM to 3 AM) or AUS Shift (3am to 12pm) ﻿Working Days: Mon-Fri ﻿Experience: 5-7 Years﻿Job Type: Full-timeWork Location: In person

Assistant Manager Customer Success

Zones IT Solutions

<div>
 
 Description
 
 
 
 Company Overview:
 
 
 When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there&rsquo;s really only one: Zones &ndash; First Choice for IT.TM
 
 
 Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud &amp; Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
 
 
 
 Position Overview
 
 
 
 For all supported accounts, Client Success places themselves on the front lines with customers and functions in the following areas mainly to manage customer expectations, Zones resource coordination, order management, inventory/logistics management, relationship development, addressing day to day challenges, manages product delivery expectations, returns management, responding to RFQs, Bid &amp; solution creation with competitive pricing by engaging subject matter experts, customized reporting, pricing program maintenance, case management and account mailbox management.
 
 
 What you&rsquo;ll do as the Customer Success Manager 2:
 
 
 Employees employed in the role of Client Success Manager shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.
 
 
 The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.
 
 
 <ul>
 <li>
 Own and manage the customer service experience, Act as the primary point of contact for customer escalations.
 </li>
 <li>
 Own overall operational account(s) health
 </li>
 <li>
 Internal reporting to ensure key SLA and metrics are being met.
 </li>
 <li>
 Conduct operationally focused business reviews routinely with Account manager and Client.
 </li>
 <li>
 Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
 </li>
 <li>
 Listen for customer pain points and coordinate the appropriate resources to alleviate.
 </li>
 <li>
 Manage issue resolution and risk mitigation.
 </li>
 <li>
 Provide quick resolution to client concerns.
 </li>
 <li>
 Coordinate with internal operational teams to minimize risks.
 </li>
 <li>
 Performance Management
 </li>
 <li>
 Measure the success of each client-facing process.
 </li>
 <li>
 Ensure support consistency across assigned accounts.
 </li>
 <li>
 Measure performance against SLAs
 </li>
 <li>
 Measure the success of each client-facing process.
 </li>
 <li>
 Own and manage the client operational relationship.
 </li>
 <li>
 Consistent engagement with key operational contacts at the client
 </li>
 <li>
 Understanding of client&rsquo;s needs and Zones operational offerings
 </li>
 <li>
 Provide oversight into all KPI&rsquo;s being tracked for client and then coordinating operational resources to ensure they are being met.
 </li>
 <li>
 Ensuring any client-related issues are properly addressed to the satisfaction of the client.
 </li>
 <li>
 Own overall operational account health
 </li>
 <li>
 Partner with the Regional Resource Coordinator to monitor client contracted SLA&rsquo;s.
 </li>
 <li>
 Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met.
 </li>
 <li>
 Ensure account documentation is up to date and accurate.
 </li>
 <li>
 Utilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being met.
 </li>
 <li>
 Identify opportunities for account development.
 </li>
 <li>
 Constantly assess internal operations; identify and assign action with timelines around Zones process improvements.
 </li>
 <li>
 Drive account entanglement through the expansion of operational offerings
 </li>
 <li>
 Manage issue resolution and risk mitigation.
 </li>
 <li>
 Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments.
 </li>
 <li>
 Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved.
 </li>
 <li>
 Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.
 
 
 </li>
 </ul>
 
 What You Will Bring To The Team
 
 
 
 <ul>
 <li>
 3 years of customer service and/or account management experience
 </li>
 <li>
 Familiarity with order fulfillment, corporate purchasing
 </li>
 <li>
 Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion.
 </li>
 <li>
 Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines.
 </li>
 <li>
 Excellent verbal and written communication skills
 </li>
 <li>
 Experience presenting to top-tier clients.
 </li>
 <li>
 Ability to work with little or no supervision.
 
 
 </li>
 </ul>
 Zones offers a comprehensive Benefits package
 
 
 At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.
 
 
 We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.
 
 
 All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
 
 
 Job timings: 6:00 PM to 3:00 AM (Pk time)
</div>

Client Success Manager – 2

<div>
 
 Description
 
 
 
 Company Overview:
 
 
 When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there&rsquo;s really only one: Zones &ndash; First Choice for IT.TM
 
 
 Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud &amp; Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
 
 
 
 Position Overview
 
 
 
 For all supported accounts, Client Success places themselves on the front lines with customers and functions in the following areas mainly to manage customer expectations, Zones resource coordination, order management, inventory/logistics management, relationship development, addressing day to day challenges, manages product delivery expectations, returns management, responding to RFQs, Bid &amp; solution creation with competitive pricing by engaging subject matter experts, customized reporting, pricing program maintenance, case management and account mailbox management.
 
 
 What you&rsquo;ll do as the Client Success Manager 1:
 
 
 Employees employed in the role of Client Success Manager shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.
 
 
 The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.
 
 
 <ul>
 <li>
 Order Fulfillment &ndash; Process orders and quotes in a timely and accurate manner
 </li>
 <li>
 Create quotes and orders flawlessly.
 </li>
 <li>
 Meet or exceed customer/contract SLAs on Quote delivery
 </li>
 <li>
 Meet or exceed customer/contract SLAs on Order placement
 </li>
 <li>
 Continuously monitor open orders and expedite where needed
 </li>
 <li>
 Provide comprehensive and timely communication to customers and Sales
 </li>
 <li>
 Relationship Building &ndash; Develop solid relationships with Zones customers.
 </li>
 <li>
 Interact with customers on a daily basis.
 </li>
 <li>
 Establish relationships with multiple people in multiple departments
 </li>
 <li>
 Constantly communicate outstanding orders, constraints and alternatives.
 </li>
 <li>
 Coordinate and encourage Zones team member interactions with accounts
 </li>
 <li>
 Customer Service &ndash; Provide for Customer operational and reporting needs.
 </li>
 <li>
 Provide proactive action to provide 5 star service.
 </li>
 <li>
 Have a complete understanding of the Zones Service Catalog
 </li>
 <li>
 Be the first and primary line of contact on all customer issues and concerns
 </li>
 <li>
 Engage Sales to coordinate communication of service and needs.
 </li>
 <li>
 Ensure that timely and impactful reporting is provided to the customer
 </li>
 <li>
 Sourcing &ndash; Process, coordinate and manage to off catalog customer requests.
 </li>
 <li>
 Ensure custom catalog maintenance on Zones Connect
 </li>
 <li>
 Process project worksheets for inventory allocations
 </li>
 <li>
 Monitor and coordinate inventory management activities. (Hardware)
 </li>
 <li>
 Monitor and provide support activities on Customer contracts (Software)
 </li>
 <li>
 Project Management &ndash; Conduct account planning and coordination of needs.
 </li>
 <li>
 Actively participate in pipeline growth and maintenance activities
 </li>
 <li>
 Uncover future needs through constant value driven interactions.
 </li>
 <li>
 Understand account dynamics and look for ways to increase profitability
 </li>
 <li>
 Understand Zones automation capabilities and look for opportunities to provide those services to customers.
 </li>
 <li>
 Coordinate with PMO or Enterprise Operations on new customer roll outs
 
 
 </li>
 </ul>
 
 What You Will Bring To The Team
 
 
 
 <ul>
 <li>
 Experience in Enterprise level sales
 </li>
 <li>
 Strong customer service skills and commitment to meet or exceed customer requirements
 </li>
 <li>
 Excellent organization skills and process expertise
 </li>
 <li>
 Ability to work in a fast-paced environment and meet aggressive deadlines
 </li>
 <li>
 Excellent verbal and written communication skills
 </li>
 <li>
 Ability to negotiate, influence, and persuade
 </li>
 <li>
 Analytical with excellent problem-solving skill
 </li>
 <li>
 Ability to work with little or no supervision
 
 
 </li>
 </ul>
 Zones offers a comprehensive Benefits package
 
 
 At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.
 
 
 We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.
 
 
 All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
 
 
 Job timings: 9:00 PM to 6:00 AM (Pk time)
 
 
</div>

Zong 5G

<div>
 
 Job Purpose:
 
 
 Responsible for a pivotal role in assessing, monitoring and evaluating all products (Current &amp; New) to ensure seamless service delivery and delightful customer experience. Collaborate with relevant departments especially Marketing, GCSS and LDI &amp; IB for establishing service standards for every product/range of products, evaluating product performance from customer perspective and ensuring consistent &amp; exceptional service across all products. This role will also ensure that customer-facing teams adhere to a high level of service excellence, foster collaboration between departments and continuously improve CX across all products &amp; touchpoints.
 
 
 
 
 
 Job Responsibilities:
 
 <ul>
 <li>
 Develop and implement frameworks to assess product readiness for after-sales service. Also define and implement product quality standards to ensure consistency and reliability
 </li>
 <li>
 Collaborate with product departments to integrate customer feedback into product improvement and establish service standards for different products to enhance customer satisfaction
 </li>
 <li>
 Collaborate with product development teams to conduct pre-launch serviceability assessments, monitor and improve service quality across all product categories
 </li>
 <li>
 Evaluate product communication, user specific documentation and service documentation for accuracy, clarity and customer-centric content. Also lead in optimizing and enhancing processes for different products, ensuring efficiency
 </li>
 <li>
 Analyze customer satisfaction trends and CSI/CX performance data to identify pain points and opportunities for improvement
 </li>
 <li>
 Conduct root cause analysis of customer complaints related to product and services to recommend actionable solution
 </li>
 <li>
 Collaborate with Commercial Departments (e.g. Marketing, S&amp;D, GCSS and LDI &amp; IB) to highlight customer experience fractures and aid in implementing action plans that address these challenges and enhance Customer Experience. Also support new business initiatives by aligning service and product standards with market needs
 </li>
 <li>
 Monitor and evaluate Service Channels for efficiency, compliance and customer experience and satisfaction
 </li>
 <li>
 Ensure that customer complaints are handled effectively and efficiently, in line with company policies and industry best practices
 </li>
 <li>
 Stay up to date with the latest industry trends and best practices in product quality and experience management and incorporating new methods to measure customer satisfaction
 </li>
 <li>
 Provide insights and recommendations on emerging trends and services that could enhance product performance and customer engagement
 </li>
 <li>
 Will also be responsible as Departmental Compliance POC and coordinate with respective functions
 </li>
 <li>
 Serve as a liaison between Customer Experience Management and Product Teams especially Marketing, S&amp;D, GCSS and LDI &amp; IB to ensure a unified approach towards improving customer satisfaction
 </li>
 <li>
 Participate in customer experience reviews and provide actionable feedback to influence service delivery improvements
 </li>
 <li>
 Act as Compliance Officer for CEM Department and coordinate with Complaint and Internal Audit Team
 </li>
 </ul>
 
 
 
 
 
 
 Eligibility Criteria (Education, Knowledge, Experience and Skills):
 
 
 
 
 Education:
 
 <ul>
 <li>
 In principle to have a minimum a bachelor&rsquo;s degree in business administration, or other relevant degree.
 </li>
 </ul>
 
 Work Experience:
 
 <ul>
 <li>
 Should have preferably 4-5 years of experience in customer care/experience, frontend, commercial or related domains.
 </li>
 </ul>
 
 Skills &ndash; Generic:
 
 <ul>
 <li>
 Knowledge of global best practices in telecom service delivery and customer experience management
 </li>
 <li>
 Familiarity with industry standards for product quality, service level agreements (SLAs), and customer support processes Communication Skills:
 </li>
 <li>
 Excellent verbal and written communication skills, with the ability to communicate complex information to stakeholders
 </li>
 <li>
 Strong presentation and report-writing skills to convey customer experience insights to senior management
 </li>
 </ul>
 
 Skills &ndash; Job Specific:
 
 <ul>
 <li>
 Experience in customer care, complaint handling and process optimization
 </li>
 <li>
 Proven track record in analyzing customer feedback, network performance and implementing effective action plans
 </li>
 <li>
 Strong analytical skills with the ability to interpret complex data and develop actionable insights
 </li>
 <li>
 Excellent problem-solving abilities to identify
 </li>
 <li>
 Demonstrated ability to work cross-functionally with technical and non-technical teams
 </li>
 <li>
 Leadership skills with the ability to drive initiatives, influence stakeholders, and motivate teams to deliver results
 </li>
 </ul>
</div>

Assistant Manager Product Experience & Service Standardization

Jinglecred Digital Finance Limited

Note: Only Interested Candidates Apply.Job Title: Team Lead &ndash; Customer Services (NBFC)Reporting To: Customer Experience Manager / Head of Customer ServicesJob Purpose:To lead and manage the customer service team within an NBFC environment, ensuring high-quality customer interactions, timely resolution of queries, and adherence to regulatory and compliance standards. The role focuses on delivering exceptional customer experience while maintaining operational efficiency and service KPIs.Key Responsibilities:Team Management &amp; Performance<ul><li>Supervise and manage a team of 10&ndash;15 customer service representatives (CSRs).</li><li>Monitor daily KPIs including call handling time, resolution rate, customer satisfaction (CSAT), and service levels.</li><li>Ensure team meets defined service benchmarks and productivity targets.</li></ul>Customer Experience &amp; Service Quality<ul><li>Ensure all customer interactions are handled professionally across inbound/outbound channels (calls, emails, chat).</li><li>Resolve escalated customer complaints efficiently, ensuring customer satisfaction and retention.</li><li>Maintain high service quality standards in line with company policies and NBFC regulations.</li></ul>Monitoring &amp; Reporting<ul><li>Review daily, weekly, and monthly service performance reports.</li><li>Analyze trends, identify service gaps, and implement corrective actions.</li><li>Coordinate with MIS team for reporting accuracy and insights.</li></ul>Coaching &amp; Development<ul><li>Conduct regular coaching sessions, feedback meetings, and performance reviews.</li><li>Identify training needs and coordinate with L&amp;D for skill enhancement.</li><li>Foster a positive and high-performance team culture.</li></ul>Compliance &amp; Risk Management<ul><li>Ensure adherence to SECP regulations, internal SOPs, and customer data confidentiality standards.</li><li>Monitor calls and interactions to ensure compliance with scripts and ethical practices.</li><li>Report and escalate any compliance breaches or customer risk issues.</li></ul>Coordination &amp; Stakeholder Management<ul><li>Liaise with Operations, Risk, Compliance, and Product teams for issue resolution.</li><li>Collaborate with QA team for call audits and service improvement initiatives.</li><li>Ensure smooth communication flow between departments.</li></ul>Requirements:Education:<ul><li>Bachelor&rsquo;s degree in Business Administration, Finance, or relevant field</li></ul>Experience:<ul><li>Minimum 2&ndash;3 years in customer service (preferably in NBFC, banking, or fintech)</li><li>At least 1 year in a supervisory / team lead role</li></ul>Skills &amp; Competencies:<ul><li>Strong communication and interpersonal skills</li><li>Leadership and team management ability</li><li>Customer-centric mindset</li><li>Analytical and reporting skills</li><li>Proficiency in MS Excel, CRM systems, and call center tools</li><li>Conflict resolution and problem-solving skills</li></ul>Preferred Attributes:<ul><li>Ability to work under pressure and manage high call volumes</li><li>Strong ethical standards and professional conduct</li><li>Decision-making ability with accountability</li><li>Adaptability in a fast-paced fintech/NBFC environment</li></ul>Language Requirement:<ul><li>Proficiency in English and Urdu</li></ul>Shift &amp; Job Details:<ul><li>Shift: Morning (9:00 AM &ndash; 6:30 PM)</li><li>Job Type: Full-time</li><li>Work Location: On-site</li></ul>Job Type: Full-timePay: Rs45,000.00 - Rs52,000.00 per monthWork Location: In person

Team Lead Customer Service Representative (CSR(

Venus Group

We are looking for a motivated and experienced Assistant Manager to oversee operations and administrative functions for a fast-paced delivery centre environment (experience with quick-service restaurants like McDonald&rsquo;s will be a strong plus).Key Responsibilities:<ul><li>Manage daily operations of the delivery centre to ensure smooth workflow</li><li>Oversee administrative tasks, reporting, and documentation</li><li>Monitor staff performance, attendance, and scheduling</li><li>Ensure compliance with operational standards and company policies</li><li>Coordinate with different departments to maintain service efficiency</li><li>Handle inventory management and vendor coordination</li><li>Maintain high standards of customer service and operational excellence</li></ul>Requirements:<ul><li>3&ndash;5 years of experience in operations and administration (delivery operations preferred)</li><li>Strong leadership and team management skills</li><li>Good communication and problem-solving abilities</li><li>Proficiency in MS Office and reporting</li><li>Ability to work in a fast-paced environment</li></ul>Requirements<ul><li>Position: Assistant Manager &ndash; Operations &amp; Administration</li><li>Experience Required: 3&ndash;5 Years</li><li>Salary Range: PKR 60,000 &ndash; 85,000</li><li>Location: Tarnol Islamabad</li></ul>Job Type: Full-timePay: Rs60,000.00 - Rs85,000.00 per monthWork Location: In person

Assistant Manager – Operations & Admin

Explore 431+ Customer service manager in Islamabad this May. Find roles across top companies and apply now to boost your career.

431 customer service manager jobs In Islamabad

Client Success Manager – 1

Assistant Manager Customer Success

Client Success Manager – 2

Client Success Manager – 1

Assistant Manager Product Experience & Service Standardization

Team Lead Customer Service Representative (CSR(

Assistant Manager – Operations & Admin