Senior Customer Service Executive

Job Description

Who we are: 

AIDMA is a UK-based labelling and identification solutions company with a strong global presence. We specialize in the design, development, and manufacturing of high-quality labelling solutions, including advanced RFID and traceability technologies that support modern supply chains.

With operations and partnerships across multiple regions, AIDMA serves leading brands in apparel, retail, logistics, and industrial sectors. Our focus lies in combining innovation, precision manufacturing, and sustainable practices to deliver solutions that enhance product visibility, authentication, and operational efficiency.

At AIDMA, we believe in where design meets technology—bringing together creative expertise and cutting-edge identification systems to help our partners build smarter and more transparent businesses.

What we are looking for:

AIDMA Pakistan seeks an experienced Senior Customer Service Executive to lead a dedicated team of four professionals in delivering exceptional customer service within the labelling industry. The ideal candidate has a minimum of five years of relevant experience and possesses strong knowledge of various printing technologies such as flexo, digital, screen, offset printing, and RFID workflows. This role demands a graduate or master's degree holder from a recognized university who excels in managing customer relationships with a high level of professionalism and efficiency. The candidate will be responsible for maintaining excellent communication with clients, understanding their needs, and ensuring the timely delivery of services aligned with lead times. In this role, the Senior Customer Service Executive will oversee customer feedback management and quality assurance processes to continuously improve service delivery. They will perform detailed data analysis and monitor the performance of their team to meet company objectives and enhance client satisfaction. Strong skills in conflict resolution, team leadership, and performance monitoring will enable the successful candidate to foster a productive work environment and drive results that support AIDMA Pakistan’s goals. This opportunity offers a dynamic work setting that requires multitasking, strategic planning, and proactive problem-solving abilities.

What you will have at AIDMA:

Attractive salary

Global working environment

Solid MNC culture

2 festival Bonus

Monthly Incentive (condition applicable)

Annual Target achievement bonus (Condition applicable)

Heath Insurance

Lunch

1 weekly holiday

Leave as per the government policy

Provident fund

Mobile allowances

Responsibilities
 

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback to ensure high-quality service.
• Develop and maintain strong customer relationships through effective communication and understanding of client needs and expectations.
• Monitor and analyze customer feedback to identify trends and implement quality assurance measures that improve customer satisfaction.
• Manage conflict resolution effectively by handling customer complaints and issues promptly while maintaining professionalism.
• Oversee customer relationship management systems to track interactions, service requests, and resolutions accurately.
• Ensure workflow alignment and timely execution by coordinating with the production teams specializing in flexo, digital, screen, offset printing, and RFID technologies.
• Understand and monitor lead times for customer orders, proactively communicating any delays or adjustments to clients with a high degree of professionalism.
• Collaborate with cross-functional teams to implement process improvements that increase efficiency and service quality within the customer service department.
• Perform data analysis on customer service metrics and team performance to prepare reports and recommend strategic enhancements.
• Conduct regular team meetings and training sessions to update staff on best practices, company policies, and customer service techniques.
• Maintain up-to-date knowledge of industry trends and printing technologies to provide informed support and guidance to customers.
• Ensure all customer service activities comply with company policies, legal requirements, and quality standards.