Customer Support Manager ↔
About the Role:
As a Customer Support Manager, your primary role is to coach your team effectively. You will provide constructive feedback, identify root causes of performance issues, and train agents to address and resolve these problems. You maintain high standards and emphasize the importance of customer experience, ensuring it remains the focal point of every discussion. By setting SMART goals for performance improvement, you deliver feedback aligned with company standards. Additionally, you are hands-on and willing to dive into customer issues directly while becoming a product expert to coach your agents effectively.
Day-to-Day Responsibilities:
- Monitor Agent Performance: Track quality, productivity, and attendance metrics with a goal of maintaining quality assurance scores above 90%.
- Coaching and Feedback: Provide frequent coaching based on QA feedback, metrics, customer survey responses, and personal ticket observations.
- Escalation Handling: Occasionally manage angry customer escalations.
- Ensure Productivity: Ensure agents adhere to their schedules and meet productivity levels.
- Record Keeping: Maintain coaching logs and provide regular written feedback to agents.
- Tool Navigation: Effectively use tools such as Zendesk, Metabase, and Five9.
- Conflict Resolution: Listen to team members’ feedback and resolve challenges or conflicts.
- Consequence Management: Initiate appropriate steps for low-performing team members.
- Team Building: Delegate tasks to high-potential members and lead team-building activities to foster motivation and development.
Profile Must Haves:
- +2 years Coaching Experience: Proven ability to guide, develop, and provide structured feedback to team members, helping them improve performance.
- +2 years Management Experience: Direct management of a customer service team, overseeing day-to-day performance, maintaining high standards, and cultivating a positive team culture.
- +2 years Customer Service Experience: Extensive experience in customer-facing roles, handling inquiries, resolving issues, and delivering exceptional service.
- Excellent Communication Skills: Ability to communicate feedback, team updates, and solutions clearly across departments.
- Problem-Solving Abilities: Expertise in identifying and resolving service issues at individual and team levels, improving customer satisfaction and team efficiency.
- Thriving Under Pressure: Ability to maintain high performance and customer satisfaction during busy periods.
- SMART Goals Expertise: A history of setting, tracking, and achieving clear, actionable team goals.
- Adaptability: Flexibility to shift priorities and adjust to customer needs while maintaining quality service.
- Product and Process Knowledge: Quick learner with in-depth knowledge of supported products and services to train agents effectively.
- Customer-Centric Mindset: Keeping the customer experience at the forefront of every decision to ensure top-tier service delivery.
System Requirements:
- Minimum 15Mbps wired internet connection.
- Minimum i5 processor or equivalent.
- Minimum 12GB RAM.
- Quiet working environment.
- Reliable power and internet connection.
مدير دعم العملاء
عن الدور:
كمدير لدعم العملاء، يتمثل دورك الأساسي في تدريب فريقك بفعالية. ستقوم بتقديم ملاحظات بناءة، وتحديد الأسباب الجذرية لمشاكل الأداء، وتدريب العملاء على حل هذه المشكلات. تحافظ على معايير عالية للتأكد من أن تجربة العملاء تظل محور كل مناقشة. تضع أهدافًا ذكية لتحسين الأداء وتقوم بتقديم ملاحظات متماشية مع المعايير. بالإضافة إلى ذلك، تكون على استعداد للغوص في المشكلات مباشرة وتصبح خبيرًا في المنتجات لتدريب العملاء بفعالية.
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