- Lead, supervise, and motivate the customer service team to achieve service goals and KPIs.
- Develop and implement customer service policies, procedures, and standards.
- Handle complex or escalated customer complaints and provide effective resolutions.
- Monitor customer interactions, feedback, and satisfaction levels; implement improvements where necessary.
- Train, coach, and support team members to enhance service skills and product knowledge.
- Collaborate with other departments (sales, marketing, operations, finance) to ensure smooth service delivery.
- Prepare and analyze service performance reports, presenting findings to senior management.
- Identify opportunities for process improvement, automation, and cost reduction.
- Ensure compliance with company policies, legal requirements, and industry standards.
- Foster a customer-centric culture across the organization.
- Bachelor’s degree in Business Administration, Management, or related field (preferred).
- Proven experience in customer service management or supervisory role.
- Strong leadership, communication, and interpersonal skills.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in CRM systems, MS Office, and reporting tools.
- Ability to work under pressure and handle multiple priorities.
- Customer-focused mindset with a passion for service excellence.
Key Performance Indicators (KPIs):
- CSAT (Customer satisfaction score) and Net Promoter Score (NPS).
- Response and resolution time.
- First contact resolution rate.
- Customer retention rate.
- Team performance and productivity metrics.
Interested national candidates are kindly requested to submit their application (Cover letter & updated CV) no later the 08 OCT 2025 to the below email:
Behtar is a group of companies that has been at the forefront of the telecommunications, mobile money, and e-commerce sectors for 20 years. The company was founded with the vision of connecting people and businesses, and facilitating commerce in an increasingly connected world. Through the years, Behtar has grown to become a leading provider of telecommunications, mobile money and e-commerce services in Afghanistan, with a strong reputation for innovation and customer service. Started as a small telecom service provider and quickly recognized the potential for growth and expansion in the financial services sector. we worked hard to provide innovative and cutting-edge solutions that could improve the lives of our customers. we were the first to offer high-speed internet and mobile banking services in our country, and as a result, we rapidly grew our customer base. With the passage of time, we continued to adapt and evolve to meet the changing needs of our customers, always looking for ways to push the boundaries of what was possible.
Today, Behtar group of companies is a well-established and respected player in both the telecom and financial services sectors, known for our commitment to excellence and our ability to deliver results. we are excited to continue growing and serving our customers for many years to come.