Customer Service Support Manager

Customer Support Manager

Job Overview:
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:

• Bachelors 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.