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Customer Support Director

2 weeks ago

Singapore beBeeCustomerExperienceLeader Full time $100,000 - $120,000
Customer Experience Leader

The Customer Experience Leader oversees and manages a team of customer support representatives, ensuring exceptional customer service and timely resolution of customer issues. They possess strong leadership skills, enabling them to motivate and inspire their team to deliver outstanding results.


Key Responsibilities:
  1. Lead the customer support team, providing guidance, training, and support to ensure excellent customer service delivery.
  2. Handle escalated customer issues and complaints, coordinating with other departments or teams to find effective solutions.
  3. Continuously evaluate and improve customer support processes and procedures to enhance efficiency and customer satisfaction levels.
  4. Monitor and analyze customer support metrics, identifying trends and addressing performance gaps.
  5. Develop and maintain strong relationships with key customers, understanding their needs and concerns.
  6. Provide coaching and feedback to team members to enhance their skills and knowledge.

Requirements:
  • Bachelor's degree in business administration, customer service, or a related field.
  • Proven experience in a customer support or customer service management role.
  • Strong communication and interpersonal skills, enabling effective interaction with customers and internal stakeholders.
  • Problem-solving and decision-making abilities, focusing on finding practical solutions to customer issues.
  • Organizational and time management skills, prioritizing tasks and meeting deadlines effectively.
  • Analytical mindset, analyzing customer support metrics to identify areas for improvement.
  • Familiarity with customer support software and tools, such as CRM systems, ticketing systems, and live chat platforms.
  • Knowledge of customer service best practices and industry standards.
  • Flexibility and adaptability to work in a dynamic environment.