Customer Support Manager

Job Description:

• Responsible for managing the Customer Support team and supervising the Quality Assurance of CS in the Customer Support team
• Implementing Customer Support processes to enhance customer satisfaction
• Overseeing and evaluating the team's ongoing training efforts
• Delivering performance evaluations and following the disciplinary process according to company policy
• Maintain the service procedures, policies, and standards and ensure all Customer Support follows the CS Playbook accordingly.
• Analyse statistics and compile accurate reports
• Set a clear mission, target, and strategies and implement them well for the team to achieve their goals.
• Understand the product knowledge and IT Landscape.
• Create an innovation to increase agent competencies & capacities and create an efficient workflow.

Requirements:

• Graduates of Bachelor Degree
• 3+ years of proven experience as the Customer Support Manager
• Excellent knowledge of management methods and techniques
• Prior experience in a managerial or supervisory role
• Working knowledge of customer service software, databases, and tools
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Experience with using SQL Query will be a plus