Required Qualifications: Masters / Bachelor’s degree (16 years of equivalent education) in Business Administration, Public Administration, Economics, Commerce, Finance, Accounting or related field from HEC recognized institution.
Experience (Post qualification):
Minimum 3 years of post-qualification experience.
Age (As of last date of submission of application)
40 years maximum.
Number of Vacancies: 01
Job Location: Karachi
Job Objectives:
To strengthen service quality and customer satisfaction through effective call management, service performance monitoring, and data-driven improvement initiatives
Job Description:
- Supervise and handle inbound and outbound customer call to ensure professional communication, accurate information, and timely resolution of customer queries.
- Log and document customer interactions, queries, and complaints accurately in the system.
- Analyze customer behavior, feedback, complaints, service gaps, and improvement opportunities.
- Prepare reports, dashboards, and presentations using data visualization tools (e.g., MS Excel, PowerPoint).
- Support customer satisfaction and Net Promoter Score (NPS) analysis to enhance overall service experience.
- Monitor and evaluate service performance through Branch Service Scorecards, ISMs, and other service quality metrics, and recommend corrective actions where required.
- Conduct regular reviews and quality assessments of services provided at branches and call center.
- Collaborate with departments to ensure compliance with SOPs, policies, and regulatory requirements.
- Support and coordinate training programs on customer service standards, complaint handling, and service quality improvement initiatives.
Competencies:
- Strong command of spoken and written English and Urdu.
- Excellent listening, interpersonal, and conflict-resolution skills.
- Proficient in MS Office.
- Strong analytical, problem-solving, and presentation abilities.
- Adequate knowledge of relevant areas & industry dynamics.