Job Summary

Custodian of Customer Service function of the Company and plays leading role in formulating and implementing strategies for improving and enhancing quality of customer services through sales, billing customers service, recovery departments across the franchise area. Directs and supervises all functions to ensure customer satisfaction & focused services in-line with the company vision and mission to develop the company brand image.

Job Responsibilities

To oversee core functions & key activities of Departments under CS Division.

• Setting Annual targets & KPLs of Department of CS Division.
• Regular monitoring & review of progress of annual targets of each department of CS Division.
• Collective / separate meetings with departmental heads for resolving day to day issues& finding ways & means for further improvement.
• Coordination with Government functionaries like OGRA, Ministry of Petroleum and Natural Resources, Government Auditors.
• Coordination with other Division / Departments for smooth functioning of the Division.
• To enhance the brand and public image of the company by putting the customer first.
• To think creatively and strategically as part of senior management team to move the company towards a more customer-service oriented culture.
• To develop & establish procedures & policies governing customer concerns complaints& feedback there by enhancing customer confidence.
• To develop quantitative goals for developing customer services culture at all the company’s facilities.
• To constantly review and improve the operations of the call center, Customer Service center and various offices dealing with Customer facilitations across the franchise area.
• To ensure development of annual budget of the department according their annual target and adherence to the approved budget.
• To coordinate with all concerned department to ensure timely response to customer complaints and to provide quality seamless customer services.
• To coordinate with regional heads to improve operational efficiency and achieve targets.
• To ensure succession planning by identifying, developing and maintaining pool of successors for key positions within the division / department.
• Foster and encourage continuous learning and development culture and encourage continuous education at all levels within the division / department.