Mian Javed

From the desk of Head Customer Services Department, PEL

At Customer Service Department (CSD), we believe that success comes from a relentless focus on fulfilling customer expectations and efficient complaint management. These concepts are not only vital to CSD, but also to the entire organization.

Fulfilling customer expectation means doing things better and smarter. It means making the most of our resources, empowering people to do what they do best and using the power of diverse ideas to overcome challenges. And it also means helping our customers do all of this, too.

Mostly, our job starts with a complaint; therefore, we are especially interested in efficient complaint management, tapping into the skills and talent of CSD Team and working hard to overcome the challenges. Execution is equally as important. It is all about getting the right: the right people, doing the right things, at the right time, at the right cost structure.

We look forward to continuing to improve our service quality and standards, and provide our customer services second to none.

Technical Support

Hafiz Muhammad Farooq

Hafiz Muhammad Farooq is responsible for technical support to PEL Service Centers that includes technical & product quality issues of PEL Appliances, warranty, training of CSD staff and providing market feedback to QC&A Department.

He is serving CSD for 11 years. He holds B.sc. In Mechanical Engineering and M.Phil in Total Quality Management.

Rahila Khan

Rahila is the Team Lead of CSOs across the network and is responsible for managing CSD’s Management Information System (MIS), ensuring smooth operations of PEL CRM, Tech Trail, and the PKM mobile application.

She has been serving CSD for the past 17 years with dedication and commitment. Rahila holds a Master’s degree in Political Science.

Service Operations & IMS Support

Amna Khan

Amna Khan is responsible for providing operational support and PEL IMS (Integrated Management System) implementation to all PEL service centers, which includes Manpower Budgeting, strength analysis, product quality feedback analysis, Administrative support, IT-related issues, and monitoring of IMS-related activities.

She has been serving CSD for the last 8 years. He holds an M.Phil. in Total Quality Management.

Call Center Operations

Fatima Shah

Fatima is looking after ‘Call Center’ operations; she is mainly concerned with obtaining and analyzing customer feedback concerning PEL appliances and service quality rendered by PEL Service Centers.

She is serving CSD for 9 years. She holds M.A Ecnomics degree.

Spare Parts

Usman Sultan

Muhammad Usman Sultan is looking after Parts Section and responsible to ensure availability of spare parts in required quantity through timely order placements and efficient inventory management. Ensure customer satisfaction and service center revenue target achievements.

He is serving CSD for 4 years. He holds MCS degree.

Accounts

Umair Aslam

Muhammad Umair Aslam is looking after accounts section; he is mainly concerned with efficient accounts operations at Head Office and Service Centers.

He is serving CSD for 10 years. He holds bachelor’s degree in Commerce (Accounting & Finance) and is a ICMA (Chartered Management Accountant) Finalist.