Customer Support Manager
2 weeks ago
We are lookingfor a Dynamic Customer SupportManager for our Asia markets. This roles requires dedicated individuals to take the necessary initiative to make an impact.
Roles and Responsibilities
- Managing the customer supportdepartment’s day-to-day functions.
- Improve customer service experience, create engaged customers, and facilitate organicgrowth.
- Develop service procedures, policies,and standards. Implementing customer support processesto enhance customer satisfaction.
- Responding to escalated customersupport issues.
- Keep accurate records and document customerservice actions and discussions.
- Analyze statistics and compileaccurate reports.
- Recruit, mentor, and develop,lead customer serviceexecutives and nurturean environment where they can excel through encouragement and empowerment.
- Informing the team of all new information relatedto products, procedures, and trends. Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees.
- Overseeing and evaluating the team's ongoingtraining efforts.
- Delivering performance evaluations and following the disciplinary processaccording to company policy.
- Managing the budget of the customersupport department.
- Keep ahead of industry’s developments and apply best practicesto areas of improvement.
Requirements and skills
- Good Academic Record
- Proven experience as a customer supportspecialist, preferably within a similarenvironment. Thorough knowledge of legislation pertaining to consumer protection.
- Prior experience in a managerial or supervisory role.
- Top-notch oral,written, and interpersonal abilities.
- Well-developed arbitration skills with the ability to remain impartial. Affinity for multitasking with precision.
- Capacity to accept and utilize constructive criticism. Alignment with our company's values.
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