Service Desk Manager
3 days ago
The Customer Service Director / IT Support Manager will lead their team to provide exceptional customer service, resolve complex issues, and drive customer satisfaction. They will be responsible for managing a team of customer service representatives and engineers, developing service procedures, and setting clear customer support standards.
Key Responsibilities:
- Lead and oversee the day-to-day operations of the customer service team.
- Manage headcount and recruit where required to efficiently manage the client base.
- Develop and implement customer service policies and procedures to ensure consistent service delivery.
- Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction.
- Handle complex customer service issues and escalate them to appropriate internal teams.
- Collaborate with other departments to integrate customer service with overall business strategies.
- Customer Service Conflict Resolution: Manage unhappy clients and resolve issues.
- Analyze customer feedback and develop new techniques to ensure customer retention.
- Prepare detailed reports on customer service metrics and present them to senior management.
Requirements:
- Proven experience as a Customer Service Director / IT Support Manager or similar role, preferably in the telecommunications industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficient in Microsoft Office.
- A customer-oriented approach with the ability to adapt/respond to different types of personality types.
Preferred Skills:
- Experience in handling customer service in a high-volume environment.
- Familiarity with industry's latest trends and technologies.
We Offer:
- A dynamic work environment with opportunities for professional growth.
- Competitive salary and benefits package.
- A supportive team and management structure.
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