Head of Customer Service

About the role

The Head of Customer Service will lead Shaamilkar Financial Services’ customer support function in Lahore. This full‑time, on‑site position is responsible for shaping the customer experience, driving satisfaction, and ensuring the delivery of high‑quality service across all channels.

Key responsibilities

• Oversee daily customer service operations and maintain service standards.
• Manage and develop a team of customer service representatives.
• Set and monitor key performance indicators to ensure high customer satisfaction.
• Analyse service data to identify trends and implement improvements.
• Handle escalated customer issues and resolve them efficiently.

Required profile

• Proven experience in customer service management and team leadership.
• Strong analytical abilities to assess customer needs and improve delivery.
• Excellent communication and interpersonal skills.
• Ability to devise strategies that enhance customer engagement and team performance.
• Previous experience in financial services or a related industry is an advantage.

Required skills