Maintaining Service Levels & Extending Support to customer

I have been in the field of customer services for last 10 years however, I kept on changing the industry in the first 3 years but then, finally I stuck with the logistics and luckily, I got some nice colleagues who taught me well and that guidance and skills pushed to the position where I am right now and that is of Manager Customer services. There was a time when I used to attend and entertain +150 calls and customer on daily basis, it was sort of hectic but I gained a lot of experience from it.

Later, I went to work in a back end team where it was mostly about outbound calls. We used to receive the service requests and complaints of customer and then, we have to resolve the issues and inform customers with our findings and outcome or the resolution. I learnt a lot from each and every customer. Honestly, there were times when I used to be annoyed and mad at customers due to their illogical behaviors and unwanted arguments but then this was my job and if nothing goes wrong then I would not be having that job. So, its kind of something if we all don’t get sick then what will the doctor do. There is something for everyone and I found my charm in this field of customer services.

Now, I basically keep an eye on my team and their working, look after escalations and escalated cases. Mostly, we have work on emails so it is quite a tough job to look after all the emails and finding an error or mistake in those to correct them, intervening where needed or case going worst. Working as a manager customer service in Courier Company, I am still learning a lot on daily basis because learning never stops.

Well, it was not my plan to be in this field but I didn’t get any other opportunity because of my qualifications. This was the easiest and most common job as a fresher in Karachi, Pakistan, to get in CS department. I didn’t changed my path and kept running on the same path for eight long years. Luckily, I got promoted because of my hard work and got the position of Manager. There is too much of competition in this field and for this position. Now, I like my role and I try to resolve the issues and highlight major problems to higher management and take appropriate actions to improve the services. It feels so good when the customer gets satisfied and case gets closed with a happy face or smile on the face of the customer.

My Boss always focus on the growth, not only for our company but for the whole textile industry of Pakistan and for this, we all work together to give the best rates and transit time mainly for the textile Industries, who are getting upset due to inflation and the graph is showing the bad figures in the growth of our textile industries for the past couple of years specially after Covid 19. We are trying our best to facilitate our customers with the best possible way so they can grow their businesses together with our services. We do have an important role in logistics and supply chain services.

I would have joined Army in my early 20s and that was my aim in life so if I ever get a chance to change my occupation, I would definitely do it to convert it into a soldier. Well, because of age, I cannot so still I am good to go with my small business or super store if I ever get a chance to change my job. In fact, I will not be looking for any job because it would be better to have a small business of your own. It doesn’t mean that I don’t love my present job, I like helping people and solving their problems and this is the ideal position for me where I am right now.