Customer Service Manager
Job Summary
The Customer Service Manager is responsible for overseeing the customer support team, ensuring high-quality service delivery, resolving escalated issues, and implementing strategies to improve customer satisfaction, retention, and loyalty.
Duties & Responsibilities
- Leadership: Lead, supervise, and motivate the customer service team to achieve service goals and KPIs.
- Policy Development: Develop and implement customer service policies, procedures, and standards.
- Issue Resolution: Handle complex or escalated customer complaints and provide effective resolutions.
- Monitoring: Monitor customer interactions, feedback, and satisfaction levels; implement improvements where necessary.
- Training: Train, coach, and support team members to enhance service skills and product knowledge.
- Collaboration: Collaborate with other departments (sales, marketing, operations, finance) to ensure smooth service delivery.
- Reporting: Prepare and analyze service performance reports, presenting findings to senior management.
- Process Improvement: Identify opportunities for process improvement, automation, and cost reduction.
- Compliance: Ensure compliance with company policies, legal requirements, and industry standards.
- Culture Promotion: Foster a customer-centric culture across the organization.
Job Requirements
- Education: Bachelor’s degree in Business Administration, Management, or a related field (preferred).
- Experience: Proven experience in customer service management or a supervisory role.
- Skills: Strong leadership, communication, and interpersonal skills.
- Problem-Solving: Excellent problem-solving and conflict-resolution abilities.
- Technical Proficiency: Proficiency in CRM systems, MS Office, and reporting tools.
- Work Under Pressure: Ability to work under pressure and handle multiple priorities.
- Customer Focus: Customer-focused mindset with a passion for service excellence.
Key Performance Indicators (KPIs)
- CSAT: Customer Satisfaction Score
- NPS: Net Promoter Score
- Response Time: Average response and resolution time
- First Contact Resolution Rate: Percentage of issues resolved on the first contact
- Customer Retention Rate: Rate of customer retention
- Team Performance: Metrics related to team performance and productivity
Submission Guidelines
Interested national candidates are kindly requested to submit their application (cover letter & updated CV) no later than 08 OCT 2025 to the following email:
Behtar Group of Companies
Overview
Behtar is a prominent group of companies that has been at the forefront of the telecommunications, mobile money, and e-commerce sectors for over 20 years. Founded with the vision of connecting people and businesses while facilitating commerce in an increasingly connected world, Behtar has evolved into a leading provider of innovative services in Afghanistan.
Our Journey
Initially starting as a small telecom service provider, Behtar quickly recognized the vast potential for growth and expansion in the financial services sector. We dedicated ourselves to delivering innovative and cutting-edge solutions designed to improve the lives of our customers. Notably, we were the first to introduce high-speed internet and mobile banking services in Afghanistan, which significantly contributed to our rapid customer base expansion.
As time progressed, we continued to adapt and evolve, ensuring that we met the changing needs of our customers. Our commitment to pushing the boundaries of what is possible has been a driving force behind our success.
Today’s Commitment
Today, Behtar is a well-established and respected player in both the telecommunications and financial services sectors. We are known for our commitment to excellence and our ability to deliver results. As we look to the future, we are excited to continue our growth and enhance our services for our customers for many years to come.
