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Customer Support Director
vor 3 Monaten
Role Overview
Customer Support Director responsible for leading the Technical Support Teams. The roles requires, daily delivery of all Customer & Department KPIs, including both Ticket & Call SLAs. The Manager is responsible for all Quality Targets & Query Deflection KPIs. The day to day management of the Team, ensuring the receive the support and training to deliver excellent customer support. The Customer Support Team is the first port of call for Merchants for Technical Queries
- Deliver all Customer & Departmental KPI's & SLAs
- Optimization of internal processes
- Reaching team and corporate goals
- Ensuring exceptional customer experience is provided by all our CS resources.
What you will do
- Vision & Strategy Execution
- Mentor/Coaching/Talent Management
- Overall Performance Reviews - consistency in core KPIs
- Analyse Data for opportunities
- Drive results and change based on findings
- Communicating & executing teams Goals & Objectives
- Promoting Customer Centric environment
- Creating Tangible & measurable actions from KPIs
- Setting goals & objectives for the support agents
- Consistent with Delegation, follow up & completion on all tasks in a timely manner
- Escalation Management
- Promoting and encouraging empowerment to make change
- Translate simply and clearly actions to ensure consistency in all areas of responsibility within the team
- Ensure accountability, understanding and awareness on all actions/tasks daily/monthly
- Performance - SLA/Quality/Productivity
Who you are
- Previous Customer service experience
- Previous experience of Team Management
- Working in a Dynamic KPI orientated environment
- Enthusiasm
- Adaptability
- Results Driven
Soft Skills
- Excellent communication and presentation skills
- Excellent interpersonal skills (active listening, understanding, effective communication)
- Strong service orientation
- Logical and analytical thinking
- Ability to work with limited supervision in an organized and structured manner
- Business and customer-oriented thinking
- Personal initiative
- Sense of responsibility and reliability
- Honesty, loyalty and integrity
- Helpfulness
- Quality awareness
- Ability to work in a team
- Self-confidence and confident appearance
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you - Apply now.
