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Customer Experience Manager
3 weeks ago
Job Title: Customer Support Team Lead
We are seeking an experienced professional to lead our customer support team. The ideal candidate will have a minimum of 8-10 years of experience in a customer support or service role, with at least 5 years of experience in a leadership or supervisory position.
About the Role:
- Manage and direct a team of customer support representatives.
- Ensure that the team provides exceptional customer service by monitoring calls, emails, and chat interactions, and providing feedback and coaching to team members.
- Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.
- Analyze customer feedback and identify areas for improvement in the customer support process.
- Identify opportunities to enhance customer experience and work with the team to implement solutions.
- Motivate and encourage the team to achieve their targets and objectives.
- Ensure that the team stays up-to-date with the latest product and service information.
Requirements:
- A minimum of 8 to 10 years of experience in a customer support or service role, with at least 5 years of experience in a leadership or supervisory position.
- Excellent communication skills, both written and verbal.
- Strong interpersonal skills.
- Strong problem-solving skills and ability to make decisions under pressure.
- Ability to work in a fast-paced environment and manage multiple tasks and priorities.
- Experience with customer support software and tools.
- Ability to analyze data and make informed decisions.
Benefits:
This is an excellent opportunity to join a dynamic team and contribute to the success of our organization. If you have the skills and experience required for this role, please submit your application.
