Key Responsibilities:
-Team Leadership and Talent Management: Provide leadership, guidance, and mentoring to the support staff, overseeing recruitment, training, and ongoing development to foster a high-performance culture and ensure a skilled and motivated team.
-Service Delivery and Quality Management: Oversee daily service delivery operations, ensuring all services meet or exceed contractual obligations and SLAs. Continuously monitor and enhance service quality, while efficiently managing escalations and complex issues to deliver timely solutions and maintain client satisfaction.
-Cross-Departmental and Stakeholder Collaboration: Facilitate effective collaboration and communication across departments and work closely with internal and external stakeholders to ensure seamless, integrated support services aligned with broader organizational goals.
-Service Quality and Performance Improvement: Continuously monitor, assess, and enhance service quality while generating and analyzing performance reports to identify trends and implement strategic improvements. Engage with clients regularly to gather feedback, address challenges, and uncover opportunities for continuous improvement.
-Resource and Inventory Management: Optimize and allocate resources, including budgets, equipment, and facilities, while overseeing inventory control and procurement processes to ensure optimal spare parts for operational efficiency.
-Vendor and Partner Management: Cultivate and manage relationships with vendors and service providers, ensuring they meet agreed-upon standards and SLAs, while negotiating contracts and agreements to optimize service delivery.
-Strategic Contribution: Play a key role in strategic planning by developing and implementing policies and procedures that enhance support services, continuously seeking areas for improvement to drive efficiency, productivity, and client satisfaction.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-cx-one-sdn-bhd-job-customer-support-manager)
; Requirements:-
-Education: Bachelor's degree in Business Administration, IT, Management or a related field.
-Experience: Minimum of 3 years in service delivery management, customer success, account management, sales, or customer service is preferred. Experience working with Saas (Software as a Service) products or in a tech-oriented environment is a plus.
-Communication and Interpersonal Skills: Excellent written and verbal communication, with strong interpersonal abilities to build rapport and work effectively in a team.
-Customer-Centric Focus: Proactive and results-driven, with a commitment to delivering exceptional customer service, driving client satisfaction, and solving client challenges.
-Analytical and Problem-Solving Abilities: Skilled in analyzing customer success metrics and addressing challenges to optimize outcomes.
-Leadership and Team Management: Strong leadership and mentorship skills, with the ability to guide and develop support staff.
-Technical Proficiency and Adaptability: Familiarity with service delivery tools such as Helpdesk or ITSM; ability to adapt to changing circumstances and negotiate with vendors and partners.