Customer Support Man....
Customer Support Manager
Posted on :
28-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 517609
- Develop a culture of customer service.
- Lead, inspire, and coach a team of Customer Support Agents (10-14 employees) to help them grow and deliver the best service in the industry.
- Monitor and drive the performance of the Customer Support scope (resolution time, customer satisfaction, NPS, etc).
- Ensure customer support business continuity (scheduling, planning, shifts, etc).
- Support the team in operational topics (ticketing, technical questions, etc).
- Improve the model: processes, tools, indicators, training, knowledge, etc.
- Represent the face of “Customer Support” for internal purposes.
- Work with internal teams (Sales, Product, Engineering) to address operational issues and define tactical/strategic changes (eg: identify opportunities for new product/feature development).
- Respond to inquiries from clients/partners when required (eg: complex topics or cover).
- Serve as a coach and trusted advisor to valued company’s clients.
- Responsible for the implementation of project plans for current and new projects to achieve targets.
- Strong leadership skills.
- Hands-on 5+ years of experience as Customer Support Manager in a related industry (SaaS, Telecommunications, etc).
- Experience in a technology-driven industry.
- Excellent knowledge of technical infrastructures, networks, servers, software and database administration, and maintenance.
- Bachelor's degree in Engineering, Software, or other IT related fields.
- Ability to work under high client/department demands and high availability.
- Self-motivated and able to work independently with a minimum level of supervision.
- Fluent in English and Arabic with excellent writing/editing and verbal communication skills.
- High flexibility with working hours
Employment Type
Full Time
Department / Functional Area
Key Skills
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