Job Details
Qualifications
- Bachelor's degree
- Communication skills
- Customer support
- Supervising experience
Job Description
A Customer Support Manager is responsible for overseeing and coordinating the activities of a customer support team. They ensure that customers receive excellent service and support in a timely and efficient manner.
Duties:
1. Overseeing and managing a team of customer support representatives.
2. Developing customer support policies and procedures to ensure efficient and effective resolution of customer issues.
3. Handling escalated customer complaints or issues that cannot be resolved by frontline support representatives.
4. Monitoring and analyzing customer support metrics and KPIs to identify areas for improvement.
5. Training and coaching customer support representatives to enhance their skills and knowledge.
6. Collaborating with other departments, such as sales and product development, to address customer concerns and suggest improvements.
7. Managing customer feedback and implementing strategies to improve overall customer satisfaction.
Requirements:
1. Bachelor's degree in a related field or equivalent work experience.
2. Proven experience in customer support, with at least a few years in a supervisory or managerial role.
3. Excellent communication and interpersonal skills to effectively interact with customers and team members.
4. Strong problem-solving and conflict resolution abilities.
5. Ability to handle high-pressure situations and manage multiple priorities.
6. Knowledge of customer support best practices and developing industry trends.