Position: Team Lead (Sales & Customer Service)
Location: Office 5-6, First Floor, Burj-e-Noor Building, Shamsabad, Murree Road, near Faizabad, Rawalpindi/Islamabad
Google Map Pin: https://maps.app.goo.gl/WibX8DUz4TrzFc9C9
We are looking for an experienced and dynamic individual to take on the role of Team Lead for our Sales & Customer Service department. This position requires a minimum of 3 years of experience in a relevant field and will oversee daily operations, manage the customer service team, and ensure the delivery of exceptional support to our customers for one of our core products, a Matrimonial App focusing on matchmaking, sales, and customer support.
Shift Options and Salary:
- Day Shift (8:30 am to 7 pm): PKR 80,000 – 90,000 per month
- Night Shift (7:30 pm to 6 am): PKR 85,000 – 95,000 per month
Final salary within these ranges will depend on interview performance, previous experience, and overall suitability.
One day off per week, plus two additional sick/casual leaves are permitted.
Key Responsibilities:
- Oversee the daily operations of the Sales & Customer Service team, ensuring smooth and efficient performance across all functions.
- Manage and lead the team, fostering motivation, productivity, and high performance in sales and customer support.
- Provide training, guidance, and support to team members to ensure professional and courteous service to all customers.
- Handle escalated customer inquiries and complex issues, delivering effective solutions to maintain customer satisfaction.
- Monitor team performance, set goals, and ensure team members are consistently meeting customer service and sales targets.
- Process and manage customer orders, cancellations, and maintain accurate records of interactions, transactions, and complaints.
- Ensure timely follow-up on customer requests and coordinate with other departments as needed.
- Stay updated on company services, products, and promotions to effectively support the team and assist customers.
- Report to senior management on team performance, customer feedback, and operational improvements, providing insights for strategy adjustments.
Requirements:
- Minimum of 3 years of experience in a leadership role within customer service or sales, ideally in a call center or customer-facing environment.
- Proficiency in both English and Urdu, with a clear and professional accent.
- Strong understanding of call center operations, customer service principles, and sales techniques.
- Ability to manage and inspire a team to achieve both individual and team goals.
- Flexibility to work in various shifts and manage shift schedules for the team.
- Excellent communication and problem-solving skills.
- Minimum education: Bachelor’s degree; an advanced degree or management training is a plus.
This role offers a rewarding opportunity to lead a high-performing team and ensure exceptional customer service and sales performance for our Matrimonial App. If you’re motivated to make a difference, we’d love to hear from you!