Assistant Manager Customer Support

  • Lahore, Punjab, Pakistan
  • Full-time
  • Customer Support

We are looking for a skilled Call Center Assistant Manager who can lead our representatives to better performance and improve service quality. The candidate will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be successful, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Job Responsibilities:

  • Training, coaching, and leading call center representatives as they provide support for customers.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Requirements:

  • Graduation or higher.
  • More education or experience in a related field may be preferred.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal, and written communication skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Decisiveness and attention to detail.
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

PakWheels.com was formed in 2003 and has become the largest community-based automobile website in Pakistan with more than 500,000+ registered car and motorcycle enthusiasts. Around 40 Million pages are viewed on the site every month, with people searching classifieds, researching about brand new cars and motorcycles, discussing auto-related issues with other members, sharing information, pictures, videos, etc.

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