Senior Customer Service Representative

About the company JBS:

Jaffer Business Systems (JBS), founded in 1982 as a division of Jaffer Brothers, has been at the forefront of technology solutions for over four decades. Today, JBS stands as one of Pakistan's leading IT companies, empowering organizations through innovation, digital transformation, and people-centric technology. Guided by our vision of Harnessing Innovation & Empowering Generations, we continue to build solutions that shape a smarter and more connected future. JBS delivers comprehensive solutions from IT infrastructure and enterprise software to advanced applications and consulting services that drive business growth and efficiency. JBS includes a diverse portfolio of subsidiaries such as Hysab Kytab, Energy & Automation Pakistan, Blutech Consulting, and Imparé, reflecting our expanding global footprint and commitment to technological excellence. Through its specialized business units — JBS Arabia, JBS Infrastructure Solutions, JBS Customer Service & JBS Americas and Europe. JBS continues to deliver exceptional value across regions and industries. At JBS, we believe in creating impact through technology, collaboration, and continuous learning driving progress for our clients, our people, and the communities we serve.

Position Summary

The Senior Customer Service Representative is responsible for managing complex customer interactions, driving service excellence, and ensuring SLA and quality compliance across the Customer Care function. This role combines hands-on customer handling with reporting, audit, and process-improvement responsibilities, and serves as a point of escalation and mentorship for junior team members. The ideal candidate brings strong communication skills, CRM expertise, and a solid understanding of IT products and managed services.

Roles & Responsibilities

Customer Communication & Escalation Management

• Monitor and screen incoming emails received through shared mailboxes, prioritizing based on urgency and SLA requirements.
• Respond to customer emails professionally and within defined SLAs, handling inquiries, complaints, and service-related requests.
• Act as the primary escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
• Coordinate with internal departments (technical, operations, sales) to obtain updates and communicate progress to customers.
• Always maintain professional written and verbal communication with customers.
• Guide and mentor junior customer service representatives on communication best practices and complaint handling.
  
  
  

Reporting & Dashboard Analysis

• Prepare daily, weekly, and monthly operational reports for management review.
• Analyze customer service dashboards and identify trends, risks, and improvement opportunities.
• Monitor and report on key KPIs, including:
• First Response Time (FRT)
• Resolution Time / Turnaround Time (TAT)
• SLA Compliance
• Customer Satisfaction (CSAT)
• Customer Survey Response Rate
• Ticket Backlog
• Escalation Status
• Present findings to management and recommend data-driven improvement actions.
  
  
  

Audit & Compliance

• Conduct periodic audits of CRM records, customer communications, and service documentation.
• Ensure compliance with company policies, SLAs, and quality standards.
• Identify non-conformities and recommend corrective and preventive actions (CAPA).
• Support internal and external audits, providing documentation and evidence as required.
  
  
  

Continuous Improvement

• Identify process gaps and recommend improvements to enhance efficiency and customer experience.
• Lead or participate in customer experience improvement initiatives.
• Support automation and digital transformation projects within Customer Care.
• Contribute to quality improvement and operational excellence programs, including SOP development and knowledge base maintenance.
  
  
  

Required Skills

• Excellent written and verbal communication skills, with the ability to handle escalated and sensitive customer situations.
• Strong professional email writing and customer correspondence skills.
• Strong customer service orientation and problem-solving mindset.
• Proficiency in CRM management and data handling.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
• Strong reporting and dashboard analysis capabilities.
• Documentation and process-writing skills (SOPs, audit reports, correspondence templates).
• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Strong time management and multitasking abilities.
• Solid knowledge of SLA management and KPI monitoring.
• Audit and compliance awareness.
• Basic understanding of IT products, software, hardware, networking, and managed services.
• Ability to mentor and guide junior team members.
  
  
  

Required Qualifications & Experience

• Bachelor's degree in business administration, Computer Science, Information Technology, Software Engineering, or a related discipline.
• 4–6 years of experience in Customer Relations, Customer Care, Customer Success, Service Desk, or CRM Operations within an IT company, including demonstrated experience handling escalations and reporting.
• Experience with CRM platforms such as Oracle CX, Salesforce, Microsoft Dynamics, Zoho CRM, or similar systems is preferred.
• Prior experience supporting audits, compliance activities, or process improvement initiatives is an advantage.