Customer Support Manager (CC)

Branża / kategoria

Aktualizacja: 46 minut temu

The company is a leading provider of business information services. Their products range highly
specialized software and information tools for specialists in the field of law, taxes, accounting and compliance
coupled with the world's most global news service.
As a global company, they rely on a variety of cultures and thoughts to achieve their goals.
  • Ensure contact center representatives create loyal customers by helping customers solve their problems quickly and easily through clear escalation processes and by providing internal help desk assistance to contact center reps who are assisting customers
  • Identify and bring forward internal barriers to customer satisfaction and first contact resolution, including utilizing and analyzing data in a clear and concise manner
  • Executes and develop programs and strategies that allow reps to stay abreast of changing product features and technical workarounds
  • Interface directly with customers on escalated issues and complaints and provide coaching to team on complex customer and product issues.
  • Manages a team of customer support representatives and team leader(s)
  • Coach staff to deliver excellent customer service.
  • Provide professional development opportunities and programs to keep employee engagement high
  • Build out product support team site in Gdańsk working with other managers from Support & Service based in Gdańsk .
  • Collaborate with Workforce Management and Training teams to deliver on service levels and staffing plans
  • Ensures that escalated, complex and high-profile customer issues and technical problems are handled effectively through frequent review of team performance to department goals.
  • Interact with other teams and departments to obtain information, coordinate the use of
  • resources and drive effective communication with clients. Understand the roles and
  • responsibilities in the business unit and department; engage resources at all levels as
  • necessary to drive timely resolutions to customer problems.
  • Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous and knowledgeable service as measured via customer satisfaction surveys, aging, response and resolution times. Handle customer dissatisfaction via direct and timely communication with the customer to resolve complaints or concerns. Provide support account management and/or consultative support to high profile and/or customers in crisis as needed.
  • Assist technical support directors in the day to day functioning of the contact center, including making suggestions and recommendations to optimize support, quality, routing, tools, policies, and department performance
  • Work with the team to reduce the volume and time of outstanding service requests
  • Provide site leadership for Customer Service & Support teams in Gdańsk as needed
  • Maintain and improve key performance measures
  • Reports to Vice President, Customer Technical Support

  • 5-8 years technical support leadership with Prior roles leading larger teams of representatives within a contact center
  • Prior people and project management experience required
  • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems

What should you do?
If this offer is perfect for you, click 'Apply' and send us your current CV.
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Ważne jeszcze 364 dni (do 24.10.2022)
  • Numer ogłoszenia: 64517367
  • Data wyróżnienia: 13.10.2021
  • Data wprowadzenia: 08.10.2021
  • Aktualizacja: 25.10.2021