Customer Support Team Manager

თარიღები: 14 ოქტ - 28 ოქტ
მდებარეობა: თბილისი
დასაქმების ფორმა: სრული განაკვეთი
განათლება: ბაკალავრი
გამოცდილება: 1 - 2 წლამდე
ენები: ინგლისური
ელ. ფოსტა: career@service-eng.com
გაყიდვები:  კლიენტების მომსახურების მენეჯერი მარკეტინგი, რეკლამა, საზოგადოებასთან ურთიერთობა:  კლიენტთა მომსახურება

Alpha Marketing has been established with the sole aim to provide high-quality services and customer-tailored solutions to our partners in the financial services industry worldwide.

The company specializes in the field of telemarketing and direct sales, where our expertise enables to swiftly identify a client’s needs, as well as to effectively resolve technical issues.

Our professional, results-orientated approach and deep business insight allow us to perform and deliver effortlessly, helping us quickly become one of the fastest developing companies where people are put at the heart of the company and perceive each other more like a family than just colleagues.

Now you have the amazing opportunity to join our team of winners and grow and develop with us on the position of:

Customer Support Team Manager

Your role:

On the position of a Customer Support Team Manager in our organization, you will be expected to ensure supervision of the customer support team performance thus managing the service level quality, and to support the Customer Support Specialists in the team in order to help them deliver an outstanding customer support service to our customers. The position is vital for the overall customer service delivery as this is the one that is focused on both building a strong team of motivated and knowledgeable professionals and applying/ implementing metrics and performance management tools in order to ensure sustainable performance as per the agreed KPIs and SLAs.

 

Responsibilities:

  • To ensure daily supervision of the Customer Support Team and ensure customer support service is delivered as per the agreed KPIs and SLAs;
  • To provide employees with regular feedback upon their performance;
  • To provide customer support specialists with regular training thus ensuring continuous improvement and development from both professionally and personally wise;
  • To manage the customer support process by supervising all CS related activities such as workload and employees’ occupancy, service level quality towards KPIs and SLAs, metrics for performance management;
  • To handle escalations and resolve customer support issues when and as needed;
  • To prepare regular reports and analyses related to team performance and service quality.

 

What do you need to be successful and join our team of winners?

  • Excellent command of English – both written and spoken;
  • Computer literacy – fully capable of working with Word, Excel, Outlook, Internet, Customer relations Management software, CRM, etc.;
  • Strong communication and interaction skills and ability to positively influence, motivate and empower other individuals;
  • Excellent analytical and problem-solving skills, with a careful eye for detail;
  • A team player able to work under stress and within tight deadlines;
  • А highly organized individual, able to prioritize, multitask, and follow processes, procedures and policies;
  • Smiley, positive and always embracing change and working actively towards self-improvement.

 

Our offer:

  • Competitive compensation
  • Professional trainings
  • Healthcare coverage
  • Fitness club membership
  • Supportive and motivating staff to help you succeed
  • Rapid opportunities for advancement
  • Professional and upbeat office setting
  • Monthly social events

If this sounds like the opportunity you’ve been looking for and if you meet our qualifications, we invite you to bring your skills and expertise to our team and supply the fuel for growth. Contact us by email: career@service-eng.com

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