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Manajer Dukungan Pelanggan (Customer Support Manager)
About this position
Responsibilities
• Manage a team of customer support representatives and ensure they provide the best service to customers.
• Develop and implement customer support strategies and procedures to increase customer satisfaction.
• Monitor and analyze customer support metrics to identify areas for improvement and implement necessary changes.
• Handle escalating customer complaints and provide timely and effective resolutions.
• Collaborate with other departments to ensure a smooth customer experience.
• Train and recruit new customer support representatives, equipping them with the tools and knowledge necessary to excel in their roles.
• Conduct performance evaluations and provide feedback to team members to encourage their professional growth.
• Keep up to date with industry trends and best practices in customer support to continually improve department performance.
• Develop and maintain strong relationships with key customers, addressing their concerns and ensuring their needs are met.
• Prepare and present reports regarding customer support team activities and performance to senior management.
Requirements
• Bachelor's degree in business administration or related field
• Proven experience in managing a customer support team
• Good communication and interpersonal skills
• Strong problem solving and decision making skills
• Proficiency in customer relationship management (CRM) software.
Skills
Employers actively recruiting
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