**Job Title: Support Manager**
**Company:** Axiata Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Experience Required:** 6 Years
### Job Description
Axiata Group Berhad is seeking a dynamic and dedicated Support Manager to join our team in George Town, Penang. This part-time role is ideal for an energetic individual who thrives in a collaborative environment while maintaining independence in project management and execution. The ideal candidate will be responsible for leading support initiatives and ensuring a high level of service delivery to our customers, while contributing to the overall objectives of the team and company.
### Key Responsibilities
- **Customer Support Management:**
- Oversee the daily operations of the support team to ensure effective and timely resolution of customer inquiries and issues.
- Establish clear support processes and performance metrics to maintain high service levels, enhancing customer satisfaction.
- **Team Leadership:**
- Lead, mentor, and develop a team of support professionals, fostering a culture of collaboration and continuous improvement.
- Conduct performance reviews and provide constructive feedback to team members to enhance individual and team performance.
- **Stakeholder Collaboration:**
- Work closely with cross-functional teams including sales, product development, and IT to align customer support efforts with overall business strategy and objectives.
- Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
- **Continuous Improvement:**
- Analyze support metrics to identify trends, areas for improvement, and recommend proactive measures to enhance support efficiency.
- Implement new support tools and technologies to streamline processes and improve customer experience.
- **Training and Development:**
- Design and conduct training programs for support staff to equip them with the necessary skills and knowledge for exceptional customer service.
- Stay informed about industry best practices and emerging trends in customer support.
- **Reporting:**
- Generate accurate and timely reports on support activities and performance metrics for management review.
- Use data-driven insights to make informed decisions and drive strategic initiatives.
### Requirements
- **Educational Background:**
- Bachelor's degree in Business Administration, Communications or a related field.
- **Experience:**
- Minimum of 6 years of experience in a customer support or management role, with a proven track record in leading teams and enhancing customer satisfaction.
- **Personality Traits:**
- Energetic and proactive, with a self-starter attitude capable of working independently while thriving in a team environment.
- **Soft Skills:**
- Excellent teamwork and interpersonal skills to foster positive relationships across diverse teams and stakeholders.
- High emotional intelligence to understand and effectively respond to both customer and team member concerns.
- **Technical Skills:**
- Proficiency with customer support software and ticketing systems.
- Familiarity with data analytics tools for performance tracking.
### Benefits
- Comprehensive medical coverage for employees and their dependents.
- Provision of company equipment for work-related tasks.
- Vision insurance to support eye health and wellbeing.
### Working Environment
At Axiata Group Berhad, we promote a work-life balance and prioritize employee well-being, offering a supportive and flexible work environment where team members can thrive both personally and professionally.
### Application Deadline
Please submit your application by **October 31, 2024**.
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**Equal Opportunity Statement:**
Axiata Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified applicants to apply, regardless of race, gender, age, sexual orientation, disability status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.