| Job Title: |
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Team Leader Customer Support |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Karachi |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Degree Title: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
|
1 Year2 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Oct 15, 2016 |
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| Job Description: |
This position will be responsible for providing quality and efficient service to corporate customers through daily management of the team. Following are the job responsibilities:
- Ensuring timely and appropriate resolution of customer queries or complaints.
- Investigating and solving customers' problems forwarded by team members.
- Ensuring accurate and timely customer wise data reconciliation through CS staff.
- Preparing MIS for CS and special projects and TAT/KPI reports to update dashboard on regular basis.
- Communicating clear instructions, KPIs, SOPs and policies to the team members.
- Ensuring verification, vigilance, de-briefing of special projects as per agreed KPIs.
- Facilitating QA teams to resolve problems faced during field vigilance and verifications.
- Assigning areas for vigilance and verification to QA staff according to the loads.
- Monitoring and evaluating performance of QA staff and providing coaching to each team member.
- Handling special COD projects through Quality Officers by submission of Cash on Delivery (COD) and Delivery Details (DD).
- Ensuing verification, vigilance and de-briefing reports are being maintained on daily, weekly and monthly basis.
- Coordinating with Team Leaders and/or Operations Managers to discuss possible improvements with customer service.
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| Company Information |
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Company Name: TCS Private Limited
Company Description:
Almost three decades into its existence, the TCS brand has evolved, into a symbol of trust & reliability. TCS provides domestic & international express services to consumers, corporates, SMEs and households alike, with pickups & deliveries crossing over 6 million a month. This it does through a wide network of 155 offices making it the biggest network in the country .TCS operates with over 7,000 Professionals, 24/7 call center, 530 plus conveniently located Express Centers, dedicated chartered aircraft, 2000 on-line & offline locations, 250 plus satellite tracked delivery vehicles and a proficient team of couriers dedicated to providing you the best of service and reliability in the industry. With a view to enlarging its presence in the global village, TCS operates in international territories through its business partners in Dubai and London, providing access to its customers to over 3,500 destinations worldwide.
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