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You will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Team Management:

1. Lead, coach, and mentor a team of customer service representatives.
2. Conduct regular team meetings to communicate goals, updates, and best practices.
3. Provide ongoing feedback, performance evaluations, and support professional development.

Operational Excellence:

• Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.
• Collaborate with other departments to address escalated customer issues and resolve them promptly.

Training and Development:

1. Coordinate and deliver training programs for new and existing team members.
2. Keep the team informed about product updates, service protocols, and industry best practices.
3. Foster a culture of continuous learning and skill development within the team.

Quality Assurance:

• Implement and maintain quality assurance processes to ensure consistency in service delivery.
• Conduct regular quality assessments and provide constructive feedback to team members.
• Identify trends in customer inquiries and work with the team to address root causes.

Communication:

1. Serve as a liaison between the team and upper management, conveying important updates and concerns.
2. Foster open communication within the team, encouraging collaboration and idea sharing.
3. Handle customer escalations professionally and with a focus on issue resolution.

Requirements:

• Bachelor’s degree in business, Communication, or a related field.
• Proven experience in a contact center environment, with at least 1.5 years in a middle management role preferably at team lead position.
• Strong leadership, coaching, and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Ability to analyze data and make data-driven decisions.
• Knowledge of contact center technologies and customer relationship management (CRM) systems.
• Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits:

1. Competitive salary
2. Health and wellness programs
3. Professional development opportunities
4. Team-building events

Skills:

Analytical Skills, Pressure Handling, Team Building,
 

He /she should possess:

1. Minimum Intermediate
2. Experienced/Fresh
3. Good at handling complaints via email and phone calls.
4. Excellent communication skills
5. Confident
6. Hard-working
7. MS Office Proficient

Shift: Morning, Evening & Nigh shift with different timings(requires Flexible)

Salary: Earn up to 60K (50K basic + 10K Incentive)

Skills:

Customer Dealing, Flexible Approach, Communication Skills,
 

Team Leadership and Management:

1. Lead, motivate, and inspire a team of BPO professionals, fostering a positive work environment, and encouraging individual growth and development with the team of Customer Support .
2. Manage team of team leads , Customer Support Specialist and manage AHT , Adherence , C-SAT / D-SAT Levels .
3. Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.
4. Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
5. Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.

Operational Excellence:

• Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
• Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.
• Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

1. Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.
2. Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.
3. Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

• Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
• Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.
• Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.

Job Specification:

• Bachelor’s degree
• 4+ Years overall experience, 2 Years leading a team

Skills:

Customer Care Representation, BPO Supervision Skills, Customer Success,
 

1) Attracting new clients by innovating and overseeing the sales process for the business
2) Working with senior team members to identify and manage company risks that might prevent growth
3)Identifying and researching opportunities that come up in new and existing markets
4)Preparing and delivering pitches and presentations to potential new clients
5)Combining efforts and fostering a collaborative environment within the business as a whole
6)Communicating with clients to understand their needs and offer solutions to their problems
7)Creating positive, long-lasting relationships with current and potential clients

Skills Required:

1)The candidates must have potential and energy dive and learn the charisma of Sales and Business Development with effective English communication and presentation skills.
2) Proposal writing skills to attract clients and know how of Sales Cycle to make sales.
3) Interpersonal skills and ability to build rapport with clients
4) Make an impressive impact with energetic presentation skills with clients for maintain customer success and exploring new horizons to bring in new clients

Arrange a meeting for prospective clients with the top management of your company

Educational Qualifications and Experience :

Graduation preferably in Business Studies / Economics / Marketing

Fresh Graduate - 1 year of Experience in Sales / Business Development preferably in Technology/ Telecom / IT / BPO Sector operating in US/UK/UAE Market .

Timings and Benefits :

Timings: 10 AM -7 PM (On-Site)- Monday -Friday

Benefits :

1) EOBI
2) Medical Insurance
3) Casual , Annual and Sick Leaves
4) Annual Increment

Skills:

Client Acquisition, Sales Management, Business Development Strategies,
 

Responsibilities:

We are looking for energetic and enthusiastic Trainers to join our team. The ideal candidate/s will be:

1) Responsible for teaching skills to people to better prepare them for our project and to improve their in already-established skills.
2) Coordinate with clients, prepare plans to achieve the desired goals and outcomes, and create a learning material for the existing team's up skilling to achieve KPIs.
3) Create relevant materials, including schedules, routines, and exercises, to help trainees and give encouragement where needed.
4) Monitoring the training batch's performance and progress as well as adjust goals and schedules, accordingly, considering factors including attitudes, achievements, and feedback.
5) Document trainees' progress and provide senior leadership with updates that include starting goals and achievements alongside forward-thinking plans and goals.

Qualifications and Educational Background:

• Graduated in Business Studies / Communication Studies with a minimum of 6 Months - 2 years of experience in Training and Development.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Active, high-energy, and presentable.
• Ability to upskill people and multitask

Benefits:

1. Permanent Position
2. 2 Rotational Off days
3. EOBI
4. Medical Life Insurance IPD + OPD
5. Annual, Casual and Sick Leaves
6. Provident Fund
7. Annual Increment and Bonus (Performance based)

Skills:

Team Support, Training Management, Training Development,
 

You will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery. This role involves overseeing daily operations, monitoring performance metrics, and fostering a positive and collaborative team environment.

Team Management:

1. Lead, coach, and mentor a team of customer service representatives.
2. Conduct regular team meetings to communicate goals, updates, and best practices.
3. Provide ongoing feedback, performance evaluations, and support professional development.

Operational Excellence:

• Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions.
• Collaborate with other departments to address escalated customer issues and resolve them promptly.

Communication:

1. Serve as a liaison between the team and upper management, conveying important updates and concerns.
2. Foster open communication within the team, encouraging collaboration and idea sharing.
3. Handle customer escalations professionally and with a focus on issue resolution.

Requirements:

• Bachelor’s degree in business, Communication, or a related field.
• Proven experience in a contact center environment, with at least 1.5 years in a middle management role preferably at team lead position.
• Strong leadership, coaching, and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Ability to analyze data and make data-driven decisions.
• Knowledge of contact center technologies and customer relationship management (CRM) systems.
• Strong problem-solving skills and the ability to handle high-pressure situations.

Benefits:

1. Permanent Position
2. 2 Rotational Off days
3. EOBI
4. Medical Life Insurance IPD + OPD
5. Annual , Casual and Sick Leaves
6. Provident Fund
7. Annual Increment and Bonus (Performance based)

Skills:

Pressure Handling, Analytical Skills, Team Management,
 

1. Utilize a variety of tools to perform research on the marketplace, and industries, to identify new business opportunities and proactively pursue prospects accordingly
2. Be available for personal requests as necessary
3. Act as gatekeeper for incoming calls, requests, and meetings
4. Other duties as assigned including errands as deemed necessary to maximize the efficiency of SVP
5. Assist with maintaining schedules and vacation schedules for team
6. Get access to power on the business and IT sides
7. Update opportunity in our CRM system (SFDC)
8. Responsible for understanding and supporting Operational Supply Chain performance and continuous improvement for assigned strategically critical IDN’s
9. Corporate functional role representing BDX Supply Chain to externally assigned IDN Customers and Sales Teams
10. Represent assigned Customer Supply Chain strategic interests to ensure that needs are met and goals and strategies are addressed
11. Leading & contributing to projects related to lean planning (Missing BOM, Master Data)

Qualifications:

• Two (2) years related administrative experience
• BA/BS in communications, public relations, marketing or a related field
• Strong communications skills to articulate Brand needs to Supply Chain network outlining Supply Chain needs/capabilities to the Brand
• Key KPI tracking.

Skills:

Verbal Communication Skills, Supply Chain, Analytical Skills,
 

We are looking for a talented UI/UX Designer to join our team. The ideal candidate will be passionate about creating intuitive and visually appealing user interfaces and experiences. As a UI/UX Designer, you will work closely with cross-functional teams to design and develop innovative digital solutions that meet user needs and business objectives.

Key Responsibilities:

1. Collaborate with product managers, developers, and other stakeholders to understand project requirements and user needs.
2. Conduct user research, including user interviews, surveys, and usability testing, to gather insights and inform design decisions.
3. Create wireframes, prototypes, and user flows to visualize and communicate design ideas and concepts.
4. Design visually stunning and intuitive user interfaces for web and mobile applications, adhering to established design guidelines and best practices.
5. Develop interactive prototypes using tools such as Adobe XD, Sketch, or Figma to demonstrate user interactions and workflows.
6. Iterate on designs based on user feedback, usability testing results, and stakeholder input to continuously improve the user experience.
7. Collaborate with developers to ensure seamless integration of design elements and maintain design consistency throughout the development process.
8. Stay updated on industry trends, emerging technologies, and best practices in UI/UX design to drive innovation and enhance design capabilities.
9. Advocate for user-centered design principles and promote a user-centric mindset across the organization.
10. Contribute to the development and maintenance of design systems, pattern libraries, and style guides to streamline the design process and ensure design consistency across products.

Qualifications and Skills:

• Bachelor's degree in Design, Human-Computer Interaction (HCI), or related field.
• Proven experience as a UI/UX Designer or similar role, with a strong portfolio showcasing your design projects and process.
• Proficiency in design tools such as Adobe Creative Suite (Adobe XD, Photoshop, Illustrator), Sketch, Figma, or similar.
• Solid understanding of user-centered design principles, usability principles, and interaction design best practices.
• Experience conducting user research, usability testing, and translating findings into actionable design solutions.
• Strong visual design skills with an eye for detail and aesthetics.
• Excellent communication and collaboration skills with the ability to effectively communicate design ideas and rationale to cross-functional teams.
• Ability to work independently and manage multiple projects in a fast-paced, deadline-driven environment.
• Familiarity with front-end development technologies (HTML, CSS, JavaScript) is a plus but not required.

Skills:

Communication Skills, Fluent in English, Coordination Skills,
 

1. Assist customers with their items purchased through the e-commerce website
2. Deliver a class apart customer experience as measured by performance objectives and maintain the core values of our client
3. Maintain swift responses to customers through email and/or chat
4. Maintain a level of service through dealing with customers in a friendly, efficient, and an attentive manner
5. Document each customer query as well as the resulting solution
6. Provide alternatives to products/items, which are not available on the e-commerce website
7. Follow standard processes and procedures when it comes to providing resolutions
8. Stay up to date with the latest updates on system information and process changes
9. Able to deal with objections and handle customer pushbacks

Skills:

Writing Skills, Technical Writing, Customer Dealing,
 

Job Brief:

We’re looking for a Customer Support Executive who can provide excellent customer service and support. The ideal candidate will have strong communication skills, be able to work independently and have a positive attitude. If you have a passion for helping others and providing exceptional customer service, we want to hear from you!

1. Maintain excellent customer satisfaction and review support tickets for appropriate resolution.
2. Provide customer support through phone and chat.
3. Work with other departments to resolve customer issues in a timely manner.
4. Serve as a point of contact for customer support and complaints.
5. Proactively identify, investigate, and resolve recurring customer support issues.
6. Maintain appropriate documentation and records of customer interactions.
7. Maintain appropriate files regarding each customer interaction.
8. Proactively gather and utilize customer feedback and suggestions.
9. Review customer satisfaction reports to ensure customers are satisfied with the support they receive.
10. Contribute to the development of future customer support processes.
11. Communicate effectively with peers and managers.
12. Communicate to customers during outbound phone calls.
13. Verifies customer requests are accurate and consistent.

Skills:

Customer Dealing, Customer Service, Customer Acquisition Skills,
 

We are seeking a dynamic, problem-solving professional to join our team as an Escalations Specialist. By using your excellent communication skills and keen attention to detail, you will play a pivotal role in resolving intricate customer service issues and fostering an improved customer experience.

Job Responsibilities:

1. Our Escalations Specialist will manage escalated customer service inquiries and complaints by providing efficient, prompt, and high-quality responses.
2. You will collaborate with various internal departments to find solutions, track escalation cases to ensure timely resolution and mitigate potential risks that may affect customer satisfaction.

Key duties for this role include:

• Managing escalated cases and resolving complex problems
• Collaborating across teams to swiftly address customer issues
• Implementing customer-centric strategies to enhance the customer service experience
• Assessing trends in escalated issues and making recommendations for service enhancements

Ideal Candidate:

The ideal candidate is an individual with a strong background in customer service, preferably in an escalated support role. You possess excellent communication skills, a high level of empathy, and an unwavering commitment to improving the customer experience. Ideally, your problem-solving skills are top-notch, and you are able to keep calm and effective in challenging situations.

Key Qualifications:

1. Previous experience in a customer service and escalation management role
2. Exceptional verbal and written communication skills
3. Proven track record of effective problem-solving
4. Strong ability to manage multiple tasks and prioritize effectively
5. Experience working with customer service software, databases, and CRM systems.

Skills:

Fault Resolution, Fault Finding, Mechanical Skills,
 

This is a full-time, on-site role as a Risk & Security Executive at Abacus located in Lahore. As a Risk & Security Executive, you will be responsible for day-to-day tasks related to risk assessment, implementation of security measures, and development of strategies to mitigate potential risks and threats. You will collaborate with cross-functional teams to ensure the security of organizational assets and information, and provide guidance and support in implementing security best practices.

Qualifications:

1. Strong knowledge and understanding of risk assessment methodologies and security frameworks
2. Demonstrated experience in developing and implementing security policies and procedures
3. Proficiency in conducting vulnerability assessments and penetration testing
4. Experience in incident response and handling security incidents
5. Knowledge of regulatory compliance requirements related to security
6. Excellent communication and interpersonal skills
7. Ability to analyze complex security issues and provide strategic recommendations
8. Graduation is must.

Skills:

Risk Assessment, Sector Development, Building Community,
 

This is a full-time on-site role for a Key Account Manager position located in Lahore. The Key Account Manager will be responsible for managing key accounts, developing business plans, providing excellent customer service, and utilizing analytical skills. The role requires building and maintaining strong relationships with key clients and ensuring their satisfaction. The Key Account Manager will play a crucial role in driving business growth and maintaining long-term partnerships.

Qualifications:

1. Analytical Skills and Business Planning
2. Account Management and Key Accounts
3. Excellent customer service skills
4. Strong relationship-building and communication skills
5. Experience in managing key accounts and driving business growth
6. Ability to handle multiple priorities and meet deadlines
7. Bachelor's degree in Business Administration or related field

Skills:

Key Account Acquisition and Retention, Key Account Relationship Building, Key Account Management,
 

This is a full-time role for an Accounts Payable & Receivable Executive located in Lahore. The Accounts Payable & Receivable Executive will be responsible for managing and processing accounts payable and accounts receivable transactions, reconciling invoices, and ensuring accurate and timely payment and collection of funds. The Accounts Payable & Receivable Executive will also collaborate with internal teams to resolve payment issues, maintain vendor and customer files, and provide support to the finance department as needed.

Qualifications:

1. Bachelor\'s degree in finance, accounting, or a related field
2. Proven experience in accounts payable and accounts receivable management
3. Strong knowledge of financial principles and practices
4. Proficiency in accounting software and Microsoft Office applications
5. Excellent attention to detail and accuracy
6. Strong analytical and problem-solving skills
7. Effective communication and interpersonal skills
8. Ability to work independently and as part of a team
9. Organizational and time management abilities
10. Knowledge of relevant laws, regulations, and best practices related to accounts payable and accounts receivable

Skills:

Cash Flow Management, Network Security Administration, Accounts Administration,
 

We are looking for an experienced Merchandiser to produce sales by providing point-of-purchase and shelf management services. You will get the right product, in the right place, time, quantity and price.

Responsibilities:

1. Plan and develop merchandising strategies that balance customers’ expectations and company’s objectives
2. Analyses sales figures, customer reactions and market trends to anticipate product needs and plan product ranges/stock
3. Collaborate with buyers, suppliers, distributors and analysts to negotiate prices, quantities and time-scales
4. Maximize customer interest and sales levels by displaying products appropriately
5. Produce layout plans for stores and maintain store shelves and inventory
6. Forecast profits/sales and plan budgets
7. Monitor stock movement and consider markdowns, promotions, price changes, clear outs etc.
8. Build constructive customer relationships and team with channel partners to build pipeline and close deals
9. Remain up to date with industry’s best practices

Requirements and skills:

• Proven working experience in merchandising
• Highly creative with experience in identifying target audiences and devising campaigns that engage, inform and motivate
• Up-to-date with the latest merchandising trends and best practices
• Excellent verbal and written communication skills
• Strong listening, presentation and decision-making skills
• Commercial acumen and the ability to “decode” customers
• BS degree in Marketing or related field

Skills:

Merchandising Systems Knowledge, Merchandise Development, Merchandise Planning,
 

Responsibilities:

1. Managing customer service inquiries for our international clients over the phone and email
2. Identifying and assessing customers’ needs to achieve satisfaction
3. Follow communication procedures, guidelines, and policies

Requirements:

• Good communication skills (English)
• The applicants must have strong communication & interpersonal skills
• Experience in international customer support/call centre is a plus
• Should be flexible for shifts (females will be given priority for morning timings

Job Types: Full-time, Contract

Contract length: 12 months

Pay: Rs50,000.00 - Rs60,000.00 per month

Skills:

Listening to Customers, Customer Analysis, Customer Acquisition Skills, Customer Contact Skills, Customer Success, Customer Satisfaction Management,
 

Team Leadership and Management:

1. Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.
2. Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.
3. Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
4. Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.

Operational Excellence:

• Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
• Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.
• Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

1. Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.
2. Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.
3. Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

• Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
• Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.
• Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.

Job Specification:

• Master’s degree
• 5+ Years post-education experience

Benefits:

1. Permanent Position
2. 2 Rotational Off days
3. EOBI
4. Medical Life Insurance IPD + OPD
5. Annual , Casual and Sick Leaves
6. Provident Fund
7. Annual Increment and Bonus (Performance based)

Skills:

Monitoring Performance, Policies Implementing, Strategic Thinking,