Customer Support Manager
Our client a young and dynamic marketing agency based in Limassol and specializing in digital advertising and online marketing strategies are looking to hire a Customer Support Manager to join their growing team and lead the customer support team.
The successful candidate will play a critical role in ensuring that customers receive outstanding support and that the support representatives deliver consistent and high-quality service. This role reports directly to the CEO.
- Oversee a team of 5-10 customer support representatives.
- Handle scheduling, training, and ensure quality control of the team’s output.
- Develop and maintain internal knowledge bases and wikis to aid the customer support process.
- Create, implement, and refine customer support processes and standards.
- Conduct regular evaluations to gauge the effectiveness of customer support strategies and implement improvements.
- Collaborate with other departments to identify product issues and customer needs.
- Handle escalated customer complaints or issues.
- Provide regular reports and insights on team performance to the management team.
- Minimum of 5 years of customer support experience, with a preference for those with experience in a B2C environment dealing directly with end-users.
- Prior experience in a leadership or managerial role is required.
- Native level proficiency in reading and writing English.
- Strong organizational skills, detail-oriented approach, and ability to multitask.
- Demonstrable leadership qualities, problem-solving skills, and a sense of responsibility.
- Leadership: Proven ability to guide a team towards achieving common goals.
- Communication: Exceptional written and verbal communication skills.
- Problem Solving: Ability to address and mitigate any issues that arise in the customer support process.
- Teamwork: Ability to foster a collaborative environment, ensuring smooth inter-departmental collaboration.
Please send your CV to StaffMatters at firstname.lastname@example.org and mention that you are applying for the vacancy of Customer Support Manager with reference number 1937.
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