Manager Branch Customer Service

About the role

Beko is looking for a Manager Branch Customer Service to join its Customer Service Team in Multan, Pakistan. The role ensures that branch employees deliver quality customer service, organizes training for Customer Service Centre staff, keeps systems and reports running smoothly, and supports the branch's overall performance.

Key responsibilities

• Ensure employees follow quality standards in serving customers and organize training programs for Customer Service Centre staff.
• Keep system documents checked and balanced, taking corrective action with the head of operations when errors occur.
• Send branch and franchise reports (revenue, satisfaction, quality, warranty issues and training) to the Head Office on time and without errors.
• Maintain awareness of health and safety precautions among employees.
• Visit dealers in the territory, resolve product and service issues and collect market feedback.
• Maintain activities, records and financial transactions, monitor branch performance and implement policies and procedures from the Head Office.
• Monitor branch affairs, ensure assets including stock at the shop, branch and warehouse stay safe, and develop sales forecasts submitted to the Head Office.
• Control warranty, costs, expenses and revenue, and monitor quality improvement services.
• Monitor daily collections, bank reconciliation and deposits, and track employee actions against KPIs.
• Pay utility bills for the branch location and carry out other tasks assigned by the zonal manager or management.

Required profile

• MBA or Bachelor's degree in Engineering or a related discipline.
• 3-5 years of experience in customer service operations, branch management, after-sales service, team supervision and dealer or franchise relationship management.

Required skills

• Strong MS Office, especially Excel and data analysis.
• Knowledge of ERP/branch operations systems, complaint management, inventory and asset management, financial reconciliation and reporting.
• Excellent communication and problem-solving skills.