Dot & Key Wellness - Manager - Customer Support (6-8 yrs)

- The Customer Support Manager at Dot and Key is responsible for overseeing and enhancing the customer support function within the organization.

- This role involves managing a team of customer support representatives, developing strategies to improve customer satisfaction, and ensuring that the support team delivers high-quality service in line with company standards.

Key Responsibilities:

1) Team Management:

- Lead, mentor, and motivate the customer support team.

- Conduct regular performance reviews, provide feedback and professional development.

- Manage scheduling, staffing and resource allocation to meet support demand.

2) Customer Experience:

- Develop and implement strategies to improve overall customer satisfaction and loyalty.

- Analyse customer feedback and support metrics to identify areas of improvement.

- Handle complex or escalated customer issues and timely resolution.

3) Process Improvement:

- Evaluate and enhance customer support processes and procedures.

- Implement best practices and innovative solutions to improve efficiency and effectiveness.

- Monitor and report on key performance indicators (KPIs) to track team performance and customer satisfaction

4) Training and Development:

- Design and deliver training programs for new and existing team members

- Ensure the team is knowledgeable about company products, services and policies.

- Promote a culture of continuous learning and improvement.

5) Collaboration:

- Work closely with other departments, such as Sales, Product, and Marketing, to ensure a cohesive approach to customer service.

- Provide feedback to product and development teams based on customer insights and support trends.

6) Reporting and Analysis:

- Prepare and present regular reports on customer support activities, trends, and performance metrics.

- Utilize data to make informed decisions and drive strategic initiatives.

7) Compliance and Standards:

- Ensure that the customer support team adheres to company policies, procedures, and industry regulations.

- Maintain a high standard of professionalism and service excellence.

Qualifications:

- Bachelor's/Master's degree in Business Administration, Communications, or a related field.

- At least 6-8 years of experience in customer support, with 3 years in a managerial or supervisory role.