Customer Support Manager

Description

• Team Leadership: Lead and mentor a team of customer service representatives, providing guidance, support, and performance feedback.
• Customer Experience: Develop and implement strategies to improve customer satisfaction and ensure a seamless experience across all touchpoints.
• Zendesk Management: Oversee the use of Zendesk for ticketing, customer communication, and reporting, ensuring optimal use and customization of the platform.
• Microsoft Office Suite: Utilize Microsoft Office tools, including Excel for data analysis, Word for documentation, and PowerPoint for reporting and presentations.
• Jira Management: Work with Jira to track, manage, and resolve customer-related issues and collaborate with other departments for efficient resolution.
• Process Improvement: Identify and implement process improvements to increase efficiency and effectiveness of the customer service team.
• Training and Development: Develop training programs to enhance the skills of the customer service team, ensuring they are well-versed in product knowledge and customer service best practices.
• Leadership Skills: Strong leadership and team management skills, with a proven ability to motivate and develop a team.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate effectively across all levels of the organization.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think strategically and
• execute tactically.
• Customer
  
  

Requirements

Technical Skills:

• Proficient in Zendesk for customer service management.
• Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with Jira for issue tracking and resolution.
• Familiarity with other customer service and project management tools.
• Creates and plans coaching for agents
  
  

Leadership Skills: Strong leadership and team management skills, with a proven ability to motivate and develop

a team.

Communication Skills: Excellent verbal and written communication skills, with the ability to communicate

effectively across all levels of the organization.

Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think strategically and

execute tactically.

Customer-Centric: Passionate about providing excellent customer service and improving the customer

experience.

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