Customer Service Managers connect our valued clients to AIS services.
As a customer success champion, you will be responsible for enhancing customer relationships and becoming a trusted customer advisor to further AIS Solutions through the customer experience journey.
Serve as the first customer touch point for inquiry, order receipt, and updates through closure. Oversee the escalation handling activity as the point for any queries with customers. You will represent AIS's customer interest within the company and ensure vital internal stakeholders are delivering a world-class customer experience.
This role focuses primarily on driving adoption, integration, and continued expansion of our solutions into customers' daily order decisions and ensuring the retention strategy of key-customer accounts.
You will be a crucial voice for building and delivering on the Customer Success Plans and delivering all AIS agreed-upon milestones. The customer success plan will align customer needs with the AIS product roadmap.
You will maintain the most precise customer relationship insight and timely communicate risk avoidance and mitigation messages with the AIS leadership team.
Key Duties
- Oversee the customer contact center/team to ensure the delivery of quality customer service through multiple customer contact points.
- Work closely with internal key stakeholders to design and maintain customer journey, including developing and keeping the customer retention program and identifying cross-selling opportunities proactively.
- Enhance and improve customer experience by proactively leading and working closely with different stakeholders across different internal teams.
- Participate in industry events alongside the BD team to develop networking and brand presence, and stay up to date on industry trends.
- Design and implement a customer interaction program.
- Drive the planning, design, delivery, and continuous enhancement of the customer management processes and systems Responsible for managing customer engagement-related communications.
- Recommend changes to procedures/processes and participate in their implementation.
- Formulate and drive Customer journey strategies through phone and online channels to achieve business objectives.
- Manage CS team on their resources planning, recruitment, training & development.
- Establish and maintain efficient business relationships with customers, and ensure a professional company image and quality customer service.
- Collaborate with Operations and Business Development to plan, devise and enforce sales and marketing campaigns for various customer segments/ groups.
- Inspire, motivate, and ensure that team members are fully engaged in delivering quality results.
- Maintain good relationships with existing and new customers.
- Work closely with Operations teams to ensure the service meet client's requirement.
Qualifications:
- 5+ Years of Service Industry Customer Service management experience
- 3+ years of people manager experience
- Degree holder in Business Administration or related disciplines
- Excellent English and Urdu verbal and written communication skills
- Computer Proficient in Email, Word, Excel, PowerPoint, and Social Media Platforms
- Willing to timely manage within customer desired response time
- Be open-minded, embrace change, strive for innovation, and be results-driven.
- Be ready for a fast-faced, agile, collaborative environment.
- Be ready for a multi-cultures environment, especially with EU, USA culture, and the other Asia Pacific markets.
- Strong analytical and problem-solving skills are performance-driven, well organized, hands-on, and detail-oriented.
- Strong people skills to influence, partner, and drive performance with various stakeholders.
- Customer-oriented with excellent negotiation and influencing skill.
Gender Preference: Female - Non Muslims
Job Type: Full-time
Salary: Up to Rs80,000.00 per month
