Job Title: Support Services Manager
Job Summary:
We are seeking a highly motivated and experienced Support Services Manager to lead our customer support team. As a key member of our management team, you will be responsible for delivering excellent customer service and driving business growth through effective team leadership and coaching.
Key Responsibilities:
• Deliver exceptional customer service by ensuring that all customer inquiries are responded to promptly and efficiently.
• Lead and manage a team of customer support agents to achieve sales targets and deliver high-quality customer service.
• Analyze sales data and department trading patterns to identify opportunities for growth and improvement.
• Develop and implement strategies to maximize sales and customer satisfaction.
• Provide coaching and guidance to team members to ensure they have the skills and knowledge required to deliver exceptional customer service.
• Collaborate with other departments to ensure seamless communication and delivery of services.
• Ensure compliance with company policies and procedures.
• Continuously evaluate and improve processes to ensure efficiency and effectiveness.
Requirements:
• Proven experience in customer-facing roles, with a focus on delivering exceptional customer service.
• Strong leadership and coaching skills, with the ability to motivate and develop a team of customer support agents.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers.
• Ability to analyze sales data and make informed decisions to drive business growth.
• Strong problem-solving skills, with the ability to think critically and outside the box.
• Proficient in using technology to improve processes and customer experience.
• Flexibility to work varied shifts, including evenings and weekends, as required.
• Skills: Customer Service, Leadership, Coaching, Communication, Problem Solving, Technology, Time Management