Customer Support Manager at Zipnet Innovations & Technologies Ltd

Overview

• We are seeking a highly skilled Customer Support Manager to join our team. The successful candidate will be play a pivotal role in ensuring the success of customer support operations.
• You will lead and develop a team of dedicated support representatives, guiding them to deliver exceptional service that exceeds customer expectations.

Responsibilities

The successful candidate will:

• Lead, mentor, and coach a team of customer support representatives, setting clear performance expectations and providing ongoing feedback and development.
• Collaborate with cross-functional teams to improve customer support processes, ensuring timely and accurate issue resolution.
• Monitor and analyze customer support metrics to identify trends, areas for improvement, and opportunities for growth.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle escalated customer inquiries or concerns, demonstrating a strong ability to resolve issues effectively.
• Create and maintain comprehensive documentation of customer interactions and resolutions.
• Stay current with industry trends and best practices in customer support to drive continuous improvement.

Qualifications

• Bachelor's degree in [relevant field] or equivalent work experience.
• Over 5 years of experience in customer support, with not less than 2 years in a supervisory or managerial role.
• Proven track record of driving exceptional customer satisfaction and team performance.
• Strong leadership and communication skills, with the ability to inspire and motivate a team.
• Analytical mindset with the ability to leverage data for decision-making and process improvements.
• Excellent problem-solving skills and the ability to handle challenging situations with professionalism.
• Proficiency in [relevant software/tools] and a willingness to adapt to new technologies.