JD – Customer Support Manager

We, at i2e Consulting are looking for an experienced and motivated Customer Support Manager to join our dynamic team. You will be responsible for leading and motivating a team of Customer Support Representatives, ensuring exceptional customer service is delivered at every touchpoint.

Key Responsibilities

• Lead, coach, and mentor a team of Customer Support Executives, fostering a collaborative and high-performing environment.
• Develop and implement strategies to continuously improve customer service processes and procedures.
• Ensure efficient and timely resolution of customer inquiries and complaints.
• Monitor key performance indicators (KPIs) and identify areas for improvement in customer service delivery.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Hire, train, and onboard new Customer Support Representatives.
• Stay up-to-date on industry best practices to ensure the team has the necessary knowledge.
• Escalate complex customer issues to the appropriate teams and track resolutions.
• Generate reports to analyse customer interactions and identify opportunities for improvement.
• Work collaboratively with other departments (Sales, Technical Support) to ensure a seamless customer experience.

Qualifications

• Minimum 5 years of experience working in a customer support role within an IT services company.
• Proven track record of successfully managing and motivating a customer support team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and reporting skills.
• Ability to prioritize tasks, manage time effectively, and meet deadlines.
• In-depth knowledge of IT service delivery processes and best practices.
• Proficiency in customer support software and ticketing systems.