Customer Support manager

Customer Support Manager

Job Details

• Company: Bigzone FZ LLC

• Location: Rawalpindi

• Job Type: Full-time

• Contract Length: Permanent

• Pay: Not specified

Job Description

We are seeking a highly motivated and experienced Customer Support Manager to join our team at Bigzone FZ LLC. As a Customer Support Manager, you will be responsible for leading a team of customer support agents, ensuring that our customers receive exceptional support and service. Your primary goal will be to resolve customer issues efficiently, ensuring a high level of customer satisfaction and loyalty.

Responsibilities

• Team Leadership: Lead a team of customer support agents, providing guidance, training, and coaching to ensure they have the necessary skills to deliver exceptional customer service.

• Issue Resolution: Resolve customer complaints and issues in a timely and professional manner, ensuring that our customers receive a positive experience.

• Process Improvement: Continuously monitor and improve our customer support processes to ensure that they are efficient, effective, and meet the needs of our customers.

• Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and implement changes to enhance the overall customer experience.

• Performance Management: Manage the performance of customer support agents, providing regular feedback and coaching to ensure they meet their performance targets.

Requirements

• Education: Bachelor’s degree in Business Administration, Marketing, or a related field.

• Experience: Minimum 3 years experience in customer support or a related field, with a proven track record of success in team leadership and issue resolution.

• Skills:

• Communication: Excellent written and verbal communication skills.

• Problem-Solving: Strong problem-solving skills with the ability to think critically and resolve complex issues.

• Leadership: Proven leadership skills with the ability to motivate and inspire a team.

• Analytical: Strong analytical skills with the ability to collect and analyze data to inform decision-making.

• Certifications: Customer service certifications (e.g. Certified Customer Service Representative (CCSR)) would be an asset.

Preferred Qualifications

• Language Skills: Fluency in English and Urdu (or other local languages).

• Industry Knowledge: Experience working in the IT industry or a related field.

• Tools and Technologies: Proficiency in customer support software and tools (e.g. CRM systems).

How to Apply

If you are a motivated and experienced customer support professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].