This job is for a Customer Support Manager who leads and mentors a team to provide top-quality service, fosters collaboration, and drives strategic improvement. You might like this job because it offers a chance to enhance service quality and contribute to organizational goals.
Full-Time
Posted:few days ago
Job DescriptionKey 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.
Job RequirementsEducation: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.
SkillsCustomer Relationship Management
Help Desk Support
IT Service Management
Communication
Company BenefitsHealthcare and Medical:Outpatient, Dental and medical insurance coverage.
Performance Bonus:Yearly bonuses based on how well the company and you perform.
Hybrid Work Arrangement:Flexible work arrangements with a rotation between office and home.
Coffee, Tea and Snacks:Enjoy an unlimited supply of snacks to recharge throughout the day.
LRT Access:Access to Glenmarie LRT Station.
Additional InfoCompany Activity:Last active - few minutes ago.
Experience Level:4 - 7 Years of Experience.
Job Specialisation:Customer Service, General IT.
Company ProfileCX One Sdn Bhdwas founded by a group of professionals with over 10 years of experience in enterprise communications and contact centers industry. We focus on implementing and integrating the leading edged unified communications and customer experience technology for our clients to stay connected to their employees, vendors, and customers across any channels, anywhere to deliver superior customer experience.#J-18808-Ljbffr