Customer Service Deputy Manager

<b>Dany Tech</b> seeking for <b>Customer Service Deputy Manager</b> for their <b>Karachi</b> office.

<b>Key Responsibilities:</b> <br>

• Oversee Day-to-Day Operations across inbound calls, live chat, AI-powered chat support, and complaint resolution teams. <br>

• Lead and support a team of customer service executives to ensure timely and empathetic responses to customer needs. <br>

• Manage AI + Human Integration: Ensure AI chat support complements human agents effectively and optimizes response rates. <br>

• Implement SOPs & Training Plans to ensure consistency in customer interactions across all touchpoints. <br>

• Monitor KPIs & SLAs (e.g., First Response Time, Resolution Time, CSAT) and drive continuous improvements. <br>

• Collaborate with Tech & Product Teams to align customer feedback with product improvements. <br>

• Act as a Bridge between internal departments to resolve high-priority complaints or escalations. <br>

• Regular Reporting to Customer Service Head on team performance, customer sentiment, and process gaps. <br> <br> <b>- Requirements:</b> <br>

• Bachelor’s/Master’s degree in Business, Marketing, or related field. <br>

• 3|5 years of relevant experience, preferably in e-commerce, tech, or consumer electronics industries. <br>

• Proven ability to lead high-performing teams in a fast-paced environment. <br>

• Experience working with or managing AI chatbots or CRM platforms (e.g., Freshdesk, Zendesk, Gorgias, etc.) <br>

• Excellent communication, problem-solving, and conflict resolution skills. <br>

• Data driven mindset with strong command of customer analytics and support dashboards.