We, at i2e Consulting, are looking for an experienced and motivated Customer Support Manager to join our dynamic team. You will be responsible for leading and motivating a team of Customer Support Representatives, ensuring exceptional customer service is delivered at every touchpoint.
Qualifications:
Minimum 5 years of experience working in a customer support role within an IT services company.
Responsibilities:
Lead, coach, and mentor a team of Customer Support Executives, fostering a collaborative and high-performing environment.
Develop and implement strategies to continuously improve customer service processes and procedures.
Ensure efficient and timely resolution of customer inquiries and complaints.
Monitor key performance indicators (KPIs) and identify areas for improvement in customer service delivery.
Conduct regular performance reviews and provide constructive feedback to team members.
Hire, train, and onboard new Customer Support Representatives.
Stay up-to-date on industry best practices to ensure the team has the necessary knowledge.
Escalate complex customer issues to the appropriate teams and track resolutions.
Generate reports to analyze customer interactions and identify opportunities for improvement.
Work collaboratively with other departments (Sales, Technical Support) to ensure a seamless customer experience.
Ideal Candidate:
Proven track record of successfully managing and motivating a customer support team.
Excellent communication, interpersonal, and problem-solving skills.
Strong analytical and reporting skills.
Ability to prioritize tasks, manage time effectively, and meet deadlines.
In-depth knowledge of IT service delivery processes and best practices.
Proficiency in customer support software and ticketing systems.
