Client Support Center Manager at Eric Vsta

Position Overview:

As the Client Support Center Manager, you will be responsible for overseeing and managing the day-to-day operations of the Client Support Center, ensuring the highest standards in customer service. This role requires you to optimize support processes, enhance team performance, and drive continuous improvement in customer satisfaction. You will work closely with the executive team to achieve strategic objectives and optimize the entire support workflow to improve the customer experience.

Key Responsibilities:

Operations Management and Team Leadership:

• Manage and optimize the daily operations of the Client Support Center, ensuring processes and goals are executed effectively.
• Lead and motivate the client support team to maintain high standards of service and quality control.
• Manage and streamline customer support workflows to ensure prompt and effective issue resolution.

Customer Support Process Optimization:

• Oversee the Complaint Handling Team, ensuring that customer feedback and complaints are addressed promptly with effective solutions.
• Lead the Loan Due Reminder Team, ensuring that customers receive timely reminders for loan repayments and have adequate time to act.
• Manage the Welcome Call Team, ensuring first-time withdrawal customers are promptly contacted and introduced to our products and services.
• Supervise the Customer Feedback Collection Team, ensuring that customer inquiries and feedback are collected, organized, and submitted to relevant departments for improvement.

Enhancing Customer Retention:

• Implement personalized customer care and communication strategies to increase long-term customer loyalty.
• Develop and execute plans to improve customer engagement and retention, driving continued usage and referrals of our services.
• Leverage customer data analysis to identify behavior patterns and design tailored services and incentives to boost activity and retention rates.
• Strengthen customer relationships through innovative interactions, such as regular check-ins, special offers, and customer-centric events.

Strategic Development and Execution:

• Develop and implement customer support strategies that align with company goals.
• Design and execute strategies to enhance customer experience, satisfaction, and team performance.
• Adjust customer support services according to company business direction, ensuring alignment with overall strategic goals.

Customer Satisfaction and Quality Control:

• Continuously monitor and analyze customer feedback to improve the support experience.
• Manage customer complaints and critical issues, ensuring fast and professional resolution to enhance customer loyalty.
• Oversee quality control to ensure that the service consistently meets company standards.

Data Analysis and Performance Management:

• Regularly collect and analyze customer support data, providing performance reports and optimizing support strategies based on data insights.
• Use data analytics to improve team efficiency, evaluate individual performance, and implement training and motivation strategies.
• Adjust customer support strategies according to data trends to ensure efficient and professional customer service.

Qualifications:

• Bachelor's degree in Marketing, Management, Business Administration, or a related field.
• Minimum of 5 years of customer service management experience, with at least 3 years in the fintech or financial services industry.
• Exceptional leadership and team management skills, with the ability to make decisions under pressure.
• In-depth understanding of customer support center operations, with the ability to optimize processes and improve team efficiency.
• Strong analytical skills, with the ability to interpret data and make strategic decisions.
• Excellent communication skills, with the ability to collaborate smoothly with cross-functional teams and senior management.
• Strong customer orientation, with a deep understanding of customer service principles and practices.
• Proficiency in social media management, CRM systems, and other customer support tools; familiarity with commonly used analytics tools.
• Strong stress management and problem-solving skills.

Benefits:   

• Competitive salary and performance-based bonuses.
• Rich career development and training opportunities.
• A diverse and inclusive company culture that encourages innovation and personal growth.