Customer Service Deputy Manager

Description:

Audionic – The Sound Master, a leading name in Pakistan's consumer electronics industry, is looking for a Customer Service Deputy Manager to strengthen its Customer Experience team at its head office located in SMCHS, Karachi.

This is an exciting opportunity for an experienced customer service leader to manage a tech-forward, AI-integrated customer experience department, overseeing operations across multiple touchpoints including inbound calls, live chat, AI chatbots, and complaint resolution.

As the Deputy Manager, you will lead a growing team of support executives, foster operational efficiency, and ensure high customer satisfaction through data-driven strategies, process optimization, and cross-functional collaboration.

Key Responsibilities:

• Oversee daily operations across inbound calls, live chat, AI-powered chat, and complaint management teams.

• Lead and support a team of customer service executives ensuring prompt, empathetic, and consistent service delivery.

• Optimize AI + human support integration, ensuring seamless handoff and performance.

• Design and implement SOPs, training modules, and customer engagement frameworks.

• Monitor and improve KPIs & SLAs such as CSAT, First Response Time, and Resolution Time.

• Collaborate with the Tech and Product Teams to channel customer feedback into product development.

• Act as a key escalation point and bridge for inter-departmental resolution of high-priority complaints.

• Generate and present reports and insights to the Customer Service Head regarding performance, customer sentiment, and system bottlenecks.

Requirements:

• Bachelor’s or Master’s degree in Business, Marketing, or related field.

• 3–5 years of experience in a customer service leadership role, preferably within e-commerce, tech, or consumer electronics.

• Prior experience with CRM systems and AI-chat support platforms like Zendesk, Gorgias, Freshdesk, etc.

• Demonstrated ability to lead teams, resolve customer issues, and improve operational performance.

• Excellent written and verbal communication skills.

• Strong analytical mindset with a solid understanding of support dashboards and customer analytics.

What We Offer:

• The opportunity to be part of a digitally forward-thinking and tech-integrated electronics brand.

• Exposure to cutting-edge AI customer service tools and innovation.

• Competitive salary with performance-based incentives.

• A culture rooted in collaboration, innovation, and customer-centricity.

• Fast-paced career growth and continuous learning environment.