Customer Support Manager

5 days ago

Singapore MACLINK PTE. LTD. Full time

As a Customer Support Manager, your primary responsibility will be to oversee and manage the customer support team. You will be responsible for ensuring that the team provides exceptional customer service and resolves customer issues in a timely and satisfactory manner. Your role will involve:

- Team Management: Lead and supervise a team of customer support representatives, providing guidance, training, and support to ensure they deliver excellent customer service.
- Customer Issue Resolution: Handle escalated customer issues and complaints, ensuring they are resolved promptly and to the customer's satisfaction. This may involve coordinating with other departments or teams to find appropriate solutions.
- Process Improvement: Continuously evaluate and improve customer support processes and procedures to enhance efficiency and customer satisfaction. Identify areas for improvement and implement necessary changes.
- Performance Monitoring: Monitor and analyze customer support metrics, such as response time, resolution rate, and customer satisfaction scores. Use this data to identify trends, address performance gaps, and implement strategies for improvement.
- Customer Relationship Management: Build and maintain strong relationships with key customers, understanding their needs and ensuring their concerns are addressed effectively.
- Training and Development: Develop and deliver training programs to enhance the skills and knowledge of the customer support team. Stay updated on industry trends and best practices to ensure the team is equipped to handle customer inquiries and issues effectively.

Requirements for Customer Support Manager:

- Bachelor's degree in business administration, customer service, or a related field.
- Proven experience in a customer support or customer service management role.
- Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
- Problem-solving and decision-making abilities, with a focus on finding practical solutions to customer issues.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Analytical mindset, with the ability to analyze customer support metrics and identify areas for improvement.
- Knowledge of customer support software and tools, such as CRM systems, ticketing systems, and live chat platforms.
- Familiarity with customer service best practices and industry standards.
- Flexibility and adaptability to work in a fast-paced and dynamic environment.

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