Brief Summary
Join our team as a Customer Support Assistant Manager where you will enhance customer engagement through effective support operations and continuous improvement initiatives. This role offers the opportunity to develop a high-performing team focused on delivering exceptional customer experiences.
Responsibilities
- Oversee daily customer support operations, addressing inquiries and complaints via email and social media.
- Investigate escalated customer issues, collaborating with relevant departments for timely resolutions.
- Develop and maintain standard operating procedures (SOPs), response templates, and service guidelines for customer support.
- Monitor service key performance indicators (KPIs) such as response and resolution times, providing recommendations for improvements.
- Participate in the implementation of the Customer Relationship Management (CRM) system, from business requirements to user testing and workflow design.
- Ensure accurate maintenance of customer data within the CRM system and support its continuous improvement.
- Supervise and allocate daily team workloads, providing coaching to enhance service quality and operational efficiency.
- Analyze customer feedback and complaint trends, preparing monthly reports to recommend service enhancements.
Requirements
- A relevant Degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer support or a related function.
- Proven track record in managing customer support teams and processes.
- Experience with CRM systems such as Salesforce, Zendesk, Freshdesk, HubSpot or similar systems.and the ability to implement process improvements.
- Strong analytical skills, with the ability to derive insights from data.
- Excellent interpersonal and communication skills.
- Experience in the F&B, hospitality or retail industry is a plus.
