Customer Service Manager at Propstar Technologies | Karāchi

Job Title:Customer Service ManagerCompany:Propstar TechnologiesCompensation:Commensurate with skills and professional expertiseTimings:7:00 PM to 4:00 AM (Night Shift)Location:OnsiteJob SummaryPropstar Technologies is seeking a highly capable and customer-centric Customer Service Manager to lead, optimize, and scale service operations. The role demands strong leadership acumen, advanced English communication skills, and a data-driven mindset to ensure service excellence, customer satisfaction, and consistent operational performance across all customer-facing functions.Core ResponsibilitiesCustomer Service Leadership and Team ManagementProvide decisive and structured leadership to customer service teams, ensuring consistent delivery of high-quality customer experiences.Coach, mentor, and develop team members through structured feedback, performance reviews, and targeted improvement plans.Establish and enforce service standards, behavioral expectations, and accountability frameworks aligned with organizational values.Oversee onboarding, training, and continuous skill development of customer service representatives.Service Operations and Process ControlManage day-to-day customer service operations, including shift management, workload distribution, and service coverage.Ensure strict adherence to SOPs, quality assurance standards, and customer engagement protocols.Identify service gaps, recurring customer issues, and process inefficiencies; implement corrective and preventive actions.Continuously refine customer service workflows to improve response times, resolution rates, and service consistency.Customer Experience and Stakeholder CoordinationAct as the primary escalation point for complex or sensitive customer issues, ensuring timely and professional resolution.Collaborate with internal departments to resolve service dependencies and enhance end-to-end customer experience.Maintain clear, professional, and consistent communication between frontline teams and senior leadership.Ensure customer feedback is systematically captured, analyzed, and translated into service improvements.Qualifications and PrerequisitesProven experience in customer service management, team leadership, and service operations.Strong understanding of customer experience frameworks and service quality management.Demonstrated ability to analyze performance data and drive continuous service improvement.Exceptional English communication skills, both verbal and written, are mandatory.Strong organizational, interpersonal, and conflict resolution capabilities.Willingness and availability to work night shifts is required.What We OfferCompetitive compensation aligned with professional expertise.A performance-driven environment focused on service excellence and leadership development.Opportunities to influence customer experience strategy within a growing organization.A structured platform for long-term career growth and managerial impact. Job Title:Customer Service Manager Job Title: Company:Propstar Technologies Company: