Service Support Center Manager at Springrock Group

We are seeking an experienced and results-driven Service Support Center Manager to lead and manage its Service Support Center operations. The successful candidate will be responsible for delivering exceptional customer experience, driving service excellence with a sales-focused mindset, and leading a high-performing service delivery team. This role requires strong leadership, customer-centric thinking, and the ability to build lasting client relationships while ensuring operational efficiency and compliance.

Key Responsibilities

• Develop and implement effective customer service procedures, policies, and standards
• Lead, motivate, and manage the Service Support Center team to achieve customer satisfaction and business goals
• Supervise daily service delivery operations and ensure timely resolution of customer issues
• Maintain accurate documentation, service records, and customer interactions
• Hire, train, coach, and mentor customer service agents
• Monitor service performance metrics, client satisfaction, and prepare detailed reports
• Upsell products and services to ensure repeat business and revenue growth
• Liaise with internal departments and third-party service providers to resolve client issues
• Set up, manage, and continuously improve the service desk for productivity and efficiency
• Ensure compliance with industry regulations, company policies, and QHSE standards
• Stay updated on industry trends, innovations, and best practices

Requirements & Experience

• Minimum of 16 years post-graduation experience in process-oriented organizations
• At least 10 years’ experience in a Customer Service/Support Center environment
• Minimum of 4 years at a managerial level in customer experience or service delivery
• Strong understanding of service delivery, customer experience, sales, and negotiation techniques
• Proven leadership and people management experience
• Sales-oriented mindset with passion for service excellence
• Proficiency in Microsoft Office and customer service software
• Hands-on experience with CRM and ERP systems (knowledge of Zoho is an advantage)
• Excellent written and verbal communication skills
• Strong organizational, multitasking, and analytical skills