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Customer Support Manager
We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for delivering superior customer support to business clients through policies, procedures, and goal setting. You will stay current on products and industry trends and train staff accordingly.
The ideal candidate will have a proven track record in a customer support role, demonstrate excellent leadership and interpersonal skills, possess strong communication abilities, and serve as a role model and mentor to staff.
Customer Support Manager Responsibilities
- ✔Manage the daily functions of the customer support department.
- ✔Respond to escalated customer support issues.
- ✔Implement customer support processes to improve customer satisfaction.
- ✔Develop and review customer support policies and promote their implementation.
- ✔Inform the team of all new information related to products, procedures and trends.
- ✔Assess support statistics and prepare detailed reports on results.
- ✔Conduct interviews and recruit new employees.
- ✔Oversee and evaluate the team's ongoing training efforts.
- ✔Conduct performance evaluations and follow the disciplinary procedure in accordance with company policy.
- ✔Manage the customer support department budget.
Customer Support Manager Requirements
- ✔High school diploma or equivalent.
- ✔Proven experience as a customer support specialist, preferably in a similar environment.
- ✔Thorough knowledge of consumer protection legislation.
- ✔Previous experience in a management or supervisory role is a plus.
- ✔Excellent verbal, written and interpersonal skills.
- ✔Well-developed mediation skills with the ability to remain impartial.
- ✔Ability to multitask with accuracy.
- ✔Ability to accept and use constructive criticism.
- ✔Alignment with our company values.
- ✔Understanding of Odoo ERP implementation.
A digital transformation project?
Contact Open Vista for a free initial consultation.