**Job Title:** Support Manager
**Company:** Sunway Group
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
**Company Overview:**
Sunway Group is a leading Malaysian conglomerate with a diversified portfolio in various sectors, including property, construction, hospitality, and education. We take pride in fostering a dynamic work environment that encourages creativity, collaboration, and innovation. Our mission is to create meaningful experiences that inspire our teams and delight our customers.
**Position Overview:**
As a Support Manager at Sunway Group, you will play a pivotal role in ensuring the effectiveness of our support operations and enhancing customer satisfaction. You will lead a team of support professionals, driving performance through dedicated service and the implementation of best practices. Your passion for providing exceptional service and analytical skills will be essential in improving processes, resolving issues, and cultivating a joyful workplace culture.
**Key Responsibilities:**
1. **Team Leadership:**
- Manage, mentor, and develop a team of support staff to ensure consistent high-quality service delivery.
- Foster a positive work environment that inspires enthusiasm and collaboration.
- Establish performance metrics and conduct regular evaluations to track team performance and encourage professional growth.
2. **Customer Support Management:**
- Oversee day-to-day operations of the support department, ensuring timely and effective response to customer inquiries and service requests.
- Develop and implement detailed support strategies and best practices to enhance customer experience.
- Address escalated support issues, work towards resolution, and ensure follow-up with customers.
3. **Process Improvement:**
- Analyze support workflows and identify areas for improvement; drive initiatives to streamline processes and increase efficiency.
- Develop and maintain documentation of support procedures and FAQs for both team members and customers.
- Lead initiatives aimed at reducing response times and improving overall service quality.
4. **Collaboration and Communication:**
- Collaborate with cross-functional teams to align support activities with organizational goals and improve service delivery.
- Act as a liaison between customers and other departments, advocating for customer needs and ensuring effective problem resolution.
- Provide insights and reports to management on support trends, customer feedback, and team performance.
5. **Training and Development:**
- Design and conduct training programs for new and existing support staff to enhance skill levels and service knowledge.
- Stay updated on industry trends and best practices in customer support and adapt strategies accordingly.
6. **Performance Analysis:**
- Generate performance metrics and reports to evaluate the effectiveness of support operations.
- Utilize data analysis to identify trends, challenges, and opportunities for team and process enhancement.
**Requirements:**
- A Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 6 years of experience in a support management role, preferably in a customer-centric environment.
- Proven track record of leading teams, fostering a positive culture, and achieving performance goals.
**Personality Traits:**
- Dedicated: Exceptional commitment to quality service and operational excellence.
- Passionate: Genuine enthusiasm for helping customers and improving team performance.
**Soft Skills:**
- Strong analytical skills to evaluate processes and measure team effectiveness.
- Adaptability: Comfortable navigating a fast-paced environment and adjusting strategies as needed.
**Benefits:**
- Company transportation
- Medical coverage
- Parental leave
**Working Environment:**
At Sunway Group, we believe in infusing joy and vibrancy into our work environment. We encourage creativity, collaboration, and camaraderie among team members, helping you to thrive both personally and professionally.
**Deadline to Apply:**
Please submit your application by **October 13, 2024**.
**Equal Opportunity Statement:**
Sunway Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
