Job Description

We are looking for a motivated and experienced Customer Support Manager to lead our Customer Support Department (Sales and After-Sales). You will be responsible for providing excellent customer support to business clients through policies, procedures, trends, training employees and setting goals. The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Responsibilities:

• A confident and effective team player; able to work independently and under pressure.
• Ensure a positive customer experience by following-up and resolving customer service-related issues in an appropriate and timely manner.
• Effectively handle, manage and resolve customers’ escalations and complaints to enhance customer satisfaction and maintaining high level of frontline service.
• Participate actively in the customer retention program and strategy.
• Passionate about creating a positive customer experience and is a strong believer that a positive customer experience is critical to our success.
• Work closely with the customers, understanding their needs and supporting their requirements.
• Work with other department leaders to be proactive in the identification of potential customer issues and to develop responses and solutions.
• Manage, motivate and coach to ensure team has the relevant knowledge to perform service deliveries.
• Excellent organizing and executing skills; plans ahead and works in a systematic and organized way; follows directions and procedures; focuses on customer satisfaction and delivers a quality service or product to the agreed standards.
• Interviewing and hiring new employees.
  

Requirements:

• Min 3 years’ experience.
• Diploma or equivalent.
• Proficiency in Q-System, Soft phone and Zendesk is an advantage.
• Proven experience as a customer support specialist, preferably within a similar environment.
• Thorough knowledge of legislation pertaining to consumer protection.
• Prior experience in managerial or supervisory role will be advantageous.
• Top-notch oral, written and interpersonal abilities.
• Strong communication skills required.
• 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.