We are seeking an experienced Customer Service Lead to join our team in Pakistan. The ideal candidate will have a strong background in managing the customer service team, streamlining communication channels, resolving client issues efficiently, and fostering long-term relationships with both corporate clients and job seekers. The goal is to uphold the company’s reputation for professionalism, responsiveness, and reliability.

Key Responsibilities:

Client & Candidate Relationship Management

• Act as the primary point of contact for escalated client and candidate concerns.
•  Ensure timely, clear, and professional communication at all stages of the recruitment process.
• Manage service delivery expectations for key accounts and maintain client satisfaction.

 Team Leadership

•   Lead, mentor, and train the customer service team to handle inquiries, complaints, and feedback.
•   Set KPIs, monitor performance, and conduct regular performance reviews.
•  Ensure the team adheres to internal processes and service-level agreements (SLAs).

 Process Improvement

• Analyze customer feedback and identify trends to improve service quality.
• Propose and implement improvements in communication, onboarding, and complaint-handling procedures.
• Collaborate with recruitment consultants and account managers to ensure a seamless experience.

Communication & Reporting

• Maintain up-to-date knowledge of recruitment services, job openings, and hiring pipelines.
• Prepare and present regular reports on customer service metrics and satisfaction levels.
• Monitor CRM or helpdesk systems for timely response and resolution tracking.

Compliance & Quality

•  Ensure all customer service activities comply with company policies, data protection laws, and client agreements.
• Participate in audits and quality checks to ensure high standards.

Requirements:

• Proven experience in customer service or client relations (preferably in the recruitment, HR, or staffing industry).
•  4+ years in a supervisory or managerial role.
• Experience with candidate onboarding processes.
• Excellent interpersonal and conflict-resolution skills.
• Strong organizational and multitasking abilities.
•  Strong analytical and reporting abilities.
•  Familiarity with CRM systems and recruitment platforms.
• Ability to work under pressure and adapt in a fast-paced environment.
• Bachelor’s degree in Business, HR, or related field (preferred).
• Knowledge of recruitment cycles and client service agreements.