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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 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>

Client Success Manager – 1

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: 
 
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>

International Workplace Group

<div>Community Sales Manager 

At Regus, we&rsquo;ve built the world&rsquo;s largest workspace network so that our customers can work better, faster, happier. Join the team in one of our business centres. Promote our products and services to new and existing customers. Bring more freedom to more people and businesses. And you&rsquo;ll be able to work better, faster and happier too. 

The opportunity

As a Community Sales Manager, you&rsquo;ll be responsible for the smooth running of your Regus centre while finding ways to increase sales and revenue, helping more and more people enjoy the benefits of flexible working. You&rsquo;ll motivate your team to create a great working environment to ensure customer satisfaction and retention. 


A typical day at Regus

You start the day with an informal team talk over coffee, to plan the day and make sure everyone&rsquo;s prepared.

With one eye always on reception, you see members turning up and also the first meeting rooms guests arriving. You welcome them and take them to their meeting room, show them the facilities and help them set up their WiFi connections and AV system for their presentation.

Later you have a meeting to learn more about a new member and get to understand his business needs. You think about the other businesses in the centre and how you might be able to introduce him to a couple that may be of interest at the networking event later in the week.

A large company is taking a whole floor of the centre and is moving in next week. You run through the move in detail with the reception team, ensuring the welcome kit is prepared, and all badges and keys are ready for handing over.

At lunchtime a couple walk in enquiring about coworking membership. Your colleague from sales is on their lunch break so you offer them a coffee and give them a tour of the centre, explaining all the benefits of Regus membership.

Later in the afternoon you host a monthly operations meeting for Community Sales Managers from your local cluster of centres, along with the regional Operations Manager. After the meeting you do a final walk around the building, speaking with members, asking how their day went as they start to wind down and head for home. 


About you

We&rsquo;re looking for someone who has the experience and aptitude to manage a smooth running operation. You&rsquo;ll need to be an accomplished multitasker, able to pre-empt issues before they become problems, and keep a team motivated and focused on service excellence. You also need to be:
<ul>
<li>A good communicator, used to dealing with customers &ndash; ideally in the hospitality or events industry</li>
<li>Confident, approachable and able to build strong relationships with customers</li>
<li>A great manager, who leads by example and knows how to motivate and inspire a team</li>
<li>Happy taking ownership of problems and finding ways to solve them</li>
<li>Positive, enthusiastic and able to adapt to fast-changing situations</li>
<li>Confident using MS Office and other basic IT packages</li>
</ul>
In addition, you will:
<ul>
<li>Manage the day to day running of the centre, focusing on exceptional customer service</li>
<li>Inspire your team of associates, developing their skills to get the best from each team member</li>
<li>Promote your centre to new customers and show them how flexible workspace could enhance their business</li>
<li>Generate leads by delivering engaging networking events within your community</li>
</ul>
What we offer

On top of a competitive salary package you&rsquo;ll enjoy:
<ul>
<li>A bright and inspiring work environment</li>
<li>Training and development opportunities</li></ul></div>

Community Sales Manager

International Workplace Group plc

<div>
 At Regus, we&rsquo;ve built the world&rsquo;s largest workspace network so that our customers can work better, faster, happier. Join the team in one of our business centres. Promote our products and services to new and existing customers. Bring more freedom to more people and businesses. And you&rsquo;ll be able to work better, faster and happier too.
 
 
 
 The opportunity
 
 
 
 As a Community Sales Manager, you&rsquo;ll be responsible for the smooth running of your Regus centre while finding ways to increase sales and revenue, helping more and more people enjoy the benefits of flexible working. You&rsquo;ll motivate your team to create a great working environment to ensure customer satisfaction and retention.
 
 
 
 A typical day at Regus
 
 
 
 You start the day with an informal team talk over coffee, to plan the day and make sure everyone&rsquo;s prepared.
 
 
 With one eye always on reception, you see members turning up and also the first meeting rooms guests arriving. You welcome them and take them to their meeting room, show them the facilities and help them set up their WiFi connections and AV system for their presentation.
 
 
 Later you have a meeting to learn more about a new member and get to understand his business needs. You think about the other businesses in the centre and how you might be able to introduce him to a couple that may be of interest at the networking event later in the week.
 
 
 A large company is taking a whole floor of the centre and is moving in next week. You run through the move in detail with the reception team, ensuring the welcome kit is prepared, and all badges and keys are ready for handing over.
 
 
 At lunchtime a couple walk in enquiring about coworking membership. Your colleague from sales is on their lunch break so you offer them a coffee and give them a tour of the centre, explaining all the benefits of Regus membership.
 
 
 Later in the afternoon you host a monthly operations meeting for Community Sales Managers from your local cluster of centres, along with the regional Operations Manager. After the meeting you do a final walk around the building, speaking with members, asking how their day went as they start to wind down and head for home.
 
 
 
 About You
 
 
 
 We&rsquo;re looking for someone who has the experience and aptitude to manage a smooth running operation. You&rsquo;ll need to be an accomplished multitasker, able to pre-empt issues before they become problems, and keep a team motivated and focused on service excellence. You also need to be:
 
 
 <ul>
 <li>
 A good communicator, used to dealing with customers - ideally in the hospitality or events industry
 </li>
 <li>
 Confident, approachable and able to build strong relationships with customers
 </li>
 <li>
 A great manager, who leads by example and knows how to motivate and inspire a team
 </li>
 <li>
 Happy taking ownership of problems and finding ways to solve them
 </li>
 <li>
 Positive, enthusiastic and able to adapt to fast-changing situations
 </li>
 <li>
 Confident using MS Office and other basic IT packages
 
 
 
 </li>
 </ul>
 
 In Addition, You Will
 
 
 
 <ul>
 <li>
 Manage the day to day running of the centre, focusing on exceptional customer service
 </li>
 <li>
 Inspire your team of associates, developing their skills to get the best from each team member
 </li>
 <li>
 Promote your centre to new customers and show them how flexible workspace could enhance their business
 </li>
 <li>
 Generate leads by delivering engaging networking events within your community
 
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 On top of a competitive salary package you&rsquo;ll enjoy:
 
 
 <ul>
 <li>
 A bright and inspiring work environment
 </li>
 <li>
 Training and development opportunities
 </li>
 </ul>
</div>

WellnessLiving

Title: Customer Solutions Manager
 Location: Plot no: 4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 Working Hours: Eastern Time Zone (between 7 pm to 7 am Pakistan time)
 
About Us: 
WellnessLiving isn’t just our name, it’s who we are. We’re a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business
 
When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.
 
About You: 
We’re looking for a dynamic and driven individual to join our growing team as Customer Solutions Manager. Our team is made up of bright, ambitious people who are passionate about delivering excellence. We’re seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you’re a collaborative problem-solver with a commitment to quality and innovation, we’d love to have you on board!
 At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we’d love to learn more about you!
 <ul>
<li>Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers’ happiness and success.</li>
<li>Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.</li>
<li>Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.</li>
<li>Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing. the place for you.</li>
</ul>
Key Responsibilities: 
<ul>
<li>Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).</li>
<li>Maintain accurate team coverage documentation aligned with individual working hours.</li>
<li>Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.</li>
<li>Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.</li>
<li>Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.</li>
<li>Assess individual performance, providing coaching, development support, and corrective action when necessary.</li>
<li>Roll out new processes to the team and ensure consistent adoption and compliance.</li>
<li>Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.</li>
<li>Prepare and deliver weekly performance summaries and productivity insights to senior leadership.</li>
<li>Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.</li>
<li>Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.</li>
<li>Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.</li>
<li>Complete Quarterly and Annual Performance assessments for all team members</li>
<li>Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish</li>
<li>Leverage ChatGPT daily to work efficiently and effectively</li>
</ul>
Skills & Qualification: 
<ul>
<li>2 or more years in a management/leadership role with 4+ direct reports</li>
<li>Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team</li>
<li>Demonstrated ability to create and maintain a positive and professional work environment</li>
<li>Very strong verbal and written communication skills in English</li>
<li>Customer oriented, personable and able to adapt to different types of customer needs</li>
<li>Very strong attention to detail</li>
<li>Excellent problem-solving and critical thinking skills</li>
<li>Excellent organizational and time management skills</li>
<li>Proven ability to meet deadlines and thrive in a fast-paced environment</li>
<li>Experience in using ChatGPT to work efficiently</li>
<li>Experience working with CRM & service ticketing software is a plus</li>
<li>Strong technical aptitude and experience with B2B support</li>
<li>Previous experience working with closely with software is a plus</li>
</ul>
What we Offer: 
<ul>
<li>Competitive salary package based on experience</li>
<li>Comprehensive Group Health and Life Insurance</li>
<li>Gratuity</li>
<li>EOBI</li>
<li>Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance</li>
<li>Paid time off (Annual, Sick, Casual, Bereavement, Parental)</li>
<li>Quarterly fun event</li>
<li>Staff recognition programs</li>
<li>Staff training programs</li>
<li>Career progression. We have a long-standing history of promotion from within</li>
<li>An enriched workplace culture that supports growth, development, and, most importantly, having fun!</li>
</ul>
Special note: Only the shortlisted candidates will be contacted due to the high turnout volume.
 
We appreciate your time and look forward to reviewing your application.
 
WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees. 
 
We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.

Customer Solutions Manager

<div>
 
 Title
 
 : Customer Solutions Manager
 
 
 
 Location
 
 : Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 
 
 
 Working Hours
 
 : Eastern Time Zone (between 7 pm to 7 am Pakistan time)
 
 
 
 About Us
 
 
 
 WellnessLiving isn&rsquo;t just our name, it&rsquo;s who we are. We&rsquo;re a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals&mdash;professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business
 
 
 When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.
 
 
 
 About You
 
 
 
 We&rsquo;re looking for a dynamic and driven individual to join our growing team as
 
 Customer Solutions Manager
 
 . Our team is made up of bright, ambitious people who are passionate about delivering excellence. We&rsquo;re seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you&rsquo;re a collaborative problem-solver with a commitment to quality and innovation, we&rsquo;d love to have you on board!
 
 
 At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we&rsquo;d love to learn more about you!
 
 
 <ul>
 <li>
 Customer First &ndash; We approach every challenge with a customer-focused lens, driven by an obsession with our customers&rsquo; happiness and success.
 </li>
 <li>
 Excellence &ndash; We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.
 </li>
 <li>
 Accountability &ndash; We take full ownership of our decisions, actions, and outcomes &ndash; both successes and failures.
 </li>
 <li>
 Adaptability &ndash; We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing. the place for you.
 
 
 </li>
 </ul>
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).
 </li>
 <li>
 Maintain accurate team coverage documentation aligned with individual working hours.
 </li>
 <li>
 Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.
 </li>
 <li>
 Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.
 </li>
 <li>
 Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.
 </li>
 <li>
 Assess individual performance, providing coaching, development support, and corrective action when necessary.
 </li>
 <li>
 Roll out new processes to the team and ensure consistent adoption and compliance.
 </li>
 <li>
 Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.
 </li>
 <li>
 Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
 </li>
 <li>
 Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
 </li>
 <li>
 Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.
 </li>
 <li>
 Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.
 </li>
 <li>
 Complete Quarterly and Annual Performance assessments for all team members
 </li>
 <li>
 Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish
 </li>
 <li>
 Leverage ChatGPT daily to work efficiently and effectively
 
 
 </li>
 </ul>
 
 Skills &amp; Qualification
 
 
 
 <ul>
 <li>
 2 or more years in a management/leadership role with 4+ direct reports
 </li>
 <li>
 Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team
 </li>
 <li>
 Demonstrated ability to create and maintain a positive and professional work environment
 </li>
 <li>
 Very strong verbal and written communication skills in English
 </li>
 <li>
 Customer oriented, personable and able to adapt to different types of customer needs
 </li>
 <li>
 Very strong attention to detail
 </li>
 <li>
 Excellent problem-solving and critical thinking skills
 </li>
 <li>
 Excellent organizational and time management skills
 </li>
 <li>
 Proven ability to meet deadlines and thrive in a fast-paced environment
 </li>
 <li>
 Experience in using ChatGPT to work efficiently
 </li>
 <li>
 Experience working with CRM &amp; service ticketing software is a plus
 </li>
 <li>
 Strong technical aptitude and experience with B2B support
 </li>
 <li>
 Previous experience working with closely with software is a plus
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Competitive salary package based on experience
 </li>
 <li>
 Comprehensive Group Health and Life Insurance
 </li>
 <li>
 Gratuity
 </li>
 <li>
 EOBI
 </li>
 <li>
 Transport facility (If place of residency is within a 20-kilometer radius of company&rsquo;s address) / Fuel allowance
 </li>
 <li>
 Paid time off (Annual, Sick, Casual, Bereavement, Parental)
 </li>
 <li>
 Quarterly fun event
 </li>
 <li>
 Staff recognition programs
 </li>
 <li>
 Staff training programs
 </li>
 <li>
 Career progression. We have a long-standing history of promotion from within
 </li>
 <li>
 An enriched workplace culture that supports growth, development, and, most importantly, having fun!
 
 
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 Special note:
 
 Only the shortlisted candidates will be contacted due to the high turnout volume.
 
 
 We appreciate your time and look forward to reviewing your application.
 
 
 WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate&rsquo;s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.
 
 
 
 We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.
 
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Explore 510+ Customer service manager in Islamabad this December. Find roles across top companies and apply now to boost your career.

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