Branch Incharge

K-Electric


Date: 12 hours ago
City: Karachi
Contract type: Full time
Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Purpose

This position is accountable for managing the complete experience center either it be operations, administrative responsibilities, or walk-in customers influx.

Alongside the customer handling and experience part, this position is responsible for building relationships with other functions and stakeholders to ensure timely resolutions for customers’ services and complaints. This position is also responsible to enhance customer experience, maintain the ambience of experience center,

Area Of Responsibilities

  • Operational Excellence & Customer Experience
  • Identify, evaluate, and manage strategic risks and opportunities related to the respective experience center and ensure overall smooth branch operations.
  • Managing complete experience center either it be operations, administrative responsibilities, or walk-in customers influx.
  • Ensure to comply with organizational policies & procedures.
  • Manage daily operations especially customer experience related activities, and make improvements as identified.
  • Maintaining cordial and collaborative relationships with stakeholders to ensure timely resolution of customers services & complaints.
  • Ensure all the implemented practices & process are standardized and are in alignment with QAST
  • KPI Management
  • Ensure that team KPIs are met in compliance to SOPs and KE policies
  • Monitoring of KPIs, team scores & individual activities to ensure that KPIs are achieved.
  • Ensure diversion of customers traffic to alternate channels
  • Complaint Management / Escalation
  • Monitor complaints closely and coordinate with relevant stakeholders to ensure timey resolution within defined TAT.
  • Provide first contact resolution for all such services & tickets that are to be resolved without involvement of any other department.
  • Avoid repeat customer traffic by timely addressing billing & NC related issues to the relevant stakeholders leading to enhance customer experience.
  • Follow defined escalation matrix to ensure TATs are not compromised for any registered customer complaint or service.
  • Focal contact person for all stakeholders of that respective IBC.
  • Process Re-engineering & Reporting
  • Prepare reports and analyzing customer interaction’s data to improve processes and maximize efficiency & customer satisfaction.
  • Critically evaluate day to day customer concerns and propose process revamp that would enhance customer experience, reduce serve time, and wait time
  • Able to analyze problems and develop strategize for better solutions
  • People Management
  • Identification of Improvement area of team
  • Feedback on regular basis
  • TNA
  • Ensure adherence of the staff.
  • Team building activities.

Skills

  • Customer Journeys / Customer Experience
  • Teamwork & Collaboration
  • Handling difficult people (stakeholders & irate customers)
  • Data Analytics
  • Product knowledge
  • Organizational policies
  • Departmental SOPs & KPIs

Education (Mandatory)

Minimum Graduate (Preferably MBA)

Years Of Experience

3 to 4 Years’ Experience

Functional Competencies

Mental Agility_AM-DM

MS Office Tools_AM-DM

Customer Experience_AM-DM

Project Management_AM-DM

Quality Control and Continuous Improvement_AM-DM

Data Analytics and Reporting_AM-DM

Drives Change_AM-DM

Self Awareness_AM-DM

Drives Results_AM-DM

Training and Capacity Building_AM-DM

Stakeholder Management_AM-DM

Building High Performance Teams_AM-DM

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

National Sales Distribution & Support Officer

FrieslandCampina, Karachi
3 days ago
We are seeking a self-driven, passionate, and data-focused individual to oversee & play a vital role in our sales operations as National Distribution and support Officer. The candidate will be at Head office based and reporting to Manager Customer Services.What We AskQualification:Bachelor's degree preferably in Business BBA/MBAExperience:3:5 years of experience in reports/Support Function & Data management within an FMCGSkills:Excellent analytical...

Team Lead - Legal

Base Camp Data Solutions, Karachi
3 days ago
The Team Lead – Legal will oversee and manage the company’s transactional and litigation portfolio, ensuring effective legal representation across civil, criminal, labor, and regulatory matters. This role requires the ability to work collaboratively with external counsel, internal stakeholders, and business teams, while providing strategic legal guidance to safeguard the company’s interests. The Team Lead will be responsible for managing...

Senior Administration Executive

ibex, Karachi
5 days ago
This is a full-time on-site Senior Admin Executive role located in Karachi at ibex. The individual will assist in various tasks related to the company's general admin operations, Fleet management. incumbent may also possess strong analytical and problem solving capabilities.ResponsibilitiesThe incumbent will be the face of the company and would be responsible for supervising housekeeping, travel arrangements, incoming and outgoing...