778 Customer Service Teams jobs in Kenya
Managed Services, Client Delivery Specialist - Solutions Segment
Nairobi, Nairobi
NTT America, Inc.
Posted 11 days ago
Job Viewed
Job Description
**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company's reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.
**Key responsibilities:**
+ Drive Client Satisfaction by ensuring services are delivered in alignment with contractual obligations, service definitions, and SLAs-building trust and reinforcing operational excellence.
+ Serve as the Client's Operational Anchor, managing inquiries, escalations, and feedback with professionalism and urgency to maintain strong, responsive relationships.
+ Translate Business Needs into Service Delivery, and working with business and client stakeholders to identify opportunities and tailor solutions that meet client objectives. This ensures that our services remain relevant, effective, and outcome-driven for the client.
+ Coordinate Cross-Functional Execution, working with commercial, finance and administration, go to market, technical and support teams to resolve incidents, stabilize environments, and uphold service quality across multiple touchpoints.
+ Ensure Contractual Integrity and Compliance, monitoring performance, managing risks, and collaborating with legal teams to uphold governance and protect business and client interests.
+ Enable Account Growth by identifying upsell and cross-sell opportunities, supporting renewal strategies, and contributing to long-term client retention.
+ Proactively engage Service Implementation and Delivery Teams to deliver services within time in relation to service onboarding and transition, modifications and decommission.
+ Deliver Strategic Insights, maintaining accurate documentation, contracting and reporting on service performance, client satisfaction, and operational risks to inform internal stakeholders and guide continuous improvement.
**Knowledge, Skills and Attributes:**
+ Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
+ Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
+ Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
+ Seasoned proficiency in project management.
+ Excellent communication, negotiation, and problem-solving skills.
+ Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
+ Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
+ Seasoned familiarity with ITIL or other IT service management frameworks.
+ Ability to work under pressure and has exceptional organizational skills and attention to detail
+ Ability to work collaboratively with cross-functional teams.
+ Adaptability and a customer-focused mindset.
+ Understanding of client contract engagements
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
+ Relevant ITIL certification preferred.
+ Relevant project management certification (for example, PMP) is preferred.
**Required experience:**
+ Seasoned demonstrated experience in a managed services and/or support services environment.
+ Seasoned demonstrated experience in managed services - service delivery and client management.
+ Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
+ Seasoned demonstrated experience in monitoring contract performance.
+ Seasoned demonstrated experience in managing service delivery projects for clients.
+ Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
+ Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company's reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.
**Key responsibilities:**
+ Drive Client Satisfaction by ensuring services are delivered in alignment with contractual obligations, service definitions, and SLAs-building trust and reinforcing operational excellence.
+ Serve as the Client's Operational Anchor, managing inquiries, escalations, and feedback with professionalism and urgency to maintain strong, responsive relationships.
+ Translate Business Needs into Service Delivery, and working with business and client stakeholders to identify opportunities and tailor solutions that meet client objectives. This ensures that our services remain relevant, effective, and outcome-driven for the client.
+ Coordinate Cross-Functional Execution, working with commercial, finance and administration, go to market, technical and support teams to resolve incidents, stabilize environments, and uphold service quality across multiple touchpoints.
+ Ensure Contractual Integrity and Compliance, monitoring performance, managing risks, and collaborating with legal teams to uphold governance and protect business and client interests.
+ Enable Account Growth by identifying upsell and cross-sell opportunities, supporting renewal strategies, and contributing to long-term client retention.
+ Proactively engage Service Implementation and Delivery Teams to deliver services within time in relation to service onboarding and transition, modifications and decommission.
+ Deliver Strategic Insights, maintaining accurate documentation, contracting and reporting on service performance, client satisfaction, and operational risks to inform internal stakeholders and guide continuous improvement.
**Knowledge, Skills and Attributes:**
+ Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
+ Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
+ Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
+ Seasoned proficiency in project management.
+ Excellent communication, negotiation, and problem-solving skills.
+ Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
+ Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
+ Seasoned familiarity with ITIL or other IT service management frameworks.
+ Ability to work under pressure and has exceptional organizational skills and attention to detail
+ Ability to work collaboratively with cross-functional teams.
+ Adaptability and a customer-focused mindset.
+ Understanding of client contract engagements
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
+ Relevant ITIL certification preferred.
+ Relevant project management certification (for example, PMP) is preferred.
**Required experience:**
+ Seasoned demonstrated experience in a managed services and/or support services environment.
+ Seasoned demonstrated experience in managed services - service delivery and client management.
+ Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
+ Seasoned demonstrated experience in monitoring contract performance.
+ Seasoned demonstrated experience in managing service delivery projects for clients.
+ Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
+ Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
This advertiser has chosen not to accept applicants from your region.
0
Customer Support Specialist
40200 Moiben
KES40000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their growing team in **Garissa, Garissa, KE**. This is a part-time, hybrid position, meaning you will have the flexibility to work both remotely and from our office, contributing to a balanced work-life approach. The Customer Support Specialist will be the first point of contact for customers, providing exceptional service and resolving inquiries efficiently and professionally. Your responsibilities will include responding to customer emails, managing phone calls, and assisting with chat support, all while maintaining a high level of customer satisfaction. You will troubleshoot common issues, provide accurate information about products and services, and escalate complex problems to the appropriate departments. A key aspect of this role is to build rapport with customers, understand their needs, and offer tailored solutions. You will be expected to stay up-to-date with product knowledge and company policies to ensure consistent and reliable support. This role requires excellent communication skills, patience, and a problem-solving attitude. You will handle customer feedback, document interactions accurately, and contribute to improving the overall customer experience. The ability to multitask and manage time effectively in a dynamic environment is essential. You will be part of a supportive team, working towards shared customer service goals.
Qualifications:
Qualifications:
- High school diploma or equivalent; further education in a related field is a plus.
- Previous experience in customer service or a similar role.
- Excellent verbal and written communication skills.
- Proficiency in using customer service software and tools.
- Strong problem-solving and active listening skills.
- Ability to remain calm and professional under pressure.
- Comfortable working in a hybrid environment.
- Adaptability and willingness to learn.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist
50100 Kakamega, Western
KES50000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Join our growing team as a Customer Support Specialist! This hybrid role offers a mix of in-office and remote work, providing flexibility while fostering team collaboration. You will be the first point of contact for customers, providing exceptional support and ensuring a positive experience. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, guiding customers through product features, and processing requests efficiently. You will also maintain accurate customer records, escalate complex issues to appropriate departments, and contribute to the development of support documentation and FAQs. The ideal candidate possesses outstanding communication skills, empathy, and a genuine desire to help customers. Previous experience in a customer service or helpdesk role is advantageous. Familiarity with CRM software and helpdesk ticketing systems is a plus. You should be a patient and effective problem-solver, able to manage multiple tasks simultaneously. A proactive attitude and a commitment to delivering high-quality service are essential. Join a supportive environment where your contributions directly impact customer satisfaction.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
20100 Naivasha, Rift Valley
KES70000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a motivated and experienced Customer Support Lead to guide their remote customer service team. In this fully remote position, you will be responsible for ensuring exceptional customer satisfaction by leading a team of support professionals, overseeing daily operations, and implementing best practices in customer care. Your role will involve managing inquiries across various channels, including email, chat, and phone, providing timely and accurate solutions to customer issues. You will be a key point of contact for escalated customer concerns, requiring strong problem-solving and de-escalation skills. The ideal candidate will have a deep understanding of customer service principles and a proven ability to motivate and mentor a team. Responsibilities include training new support agents, monitoring team performance, conducting quality assurance checks, and developing knowledge base articles. You will also contribute to improving support processes and tools to enhance efficiency and customer experience. Experience with CRM software and helpdesk platforms is essential. We are looking for a proactive individual who can identify customer needs, anticipate potential issues, and implement strategies to proactively address them. Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced, remote environment are crucial. Your commitment to fostering positive customer relationships and driving customer loyalty will be key to success in this role.
Responsibilities:
Responsibilities:
- Lead and mentor a remote team of customer support representatives.
- Manage incoming customer inquiries and ensure timely and satisfactory resolution.
- Handle escalated customer issues, providing effective solutions and de-escalation.
- Monitor customer support performance metrics and conduct quality assurance reviews.
- Train new customer support agents on products, services, and support procedures.
- Develop and maintain customer support documentation, including FAQs and knowledge base articles.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Collaborate with other departments to resolve customer issues effectively.
- Implement and refine customer support processes and workflows.
- Contribute to the development of customer service strategies to enhance customer satisfaction.
- Ensure adherence to company policies and service level agreements (SLAs).
- Foster a positive and supportive team environment for remote agents.
- Proven experience in customer service or a related field, with at least 2 years in a leadership or supervisory role.
- Demonstrated experience managing and motivating a remote customer support team.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of customer service best practices and KPIs.
- Ability to train, coach, and mentor team members effectively.
- Excellent organizational and time management skills, with the ability to prioritize tasks in a remote setting.
- Proficiency in using virtual collaboration and communication tools.
- High school diploma or equivalent; a degree in a relevant field is a plus.
- A passion for delivering exceptional customer experiences.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Specialist
60100 Embu, Eastern
KES150000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is dedicated to providing exceptional customer service and is seeking a motivated and empathetic Customer Support Specialist to join their expanding team. This is a fully remote position, allowing you to assist customers from anywhere. You will be the primary point of contact for customer inquiries, providing timely and accurate solutions to issues across various channels, including phone, email, and chat. Your responsibilities will include troubleshooting technical problems, guiding customers through product features, and resolving complaints with professionalism and efficiency. The ideal candidate will possess outstanding communication skills, both written and verbal, with a natural ability to build rapport and provide a positive customer experience. Previous experience in customer service or a related field is preferred. You should be adept at problem-solving, possess strong active listening skills, and maintain a patient and helpful demeanor. Proficiency in using customer relationship management (CRM) software is a plus. You will work independently, managing your queue of inquiries, and collaborate with internal teams to escalate complex issues when necessary. This role offers a fantastic opportunity to develop your skills in a supportive and dynamic remote work environment. We are looking for individuals who are passionate about helping others and committed to delivering first-class customer support.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Specialist
30200 Kitale, Rift Valley
KES60000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking dedicated and customer-focused Customer Support Specialists to join our expanding, fully remote team. You will be the primary point of contact for our valued customers, providing exceptional support and resolving inquiries via email, chat, and phone. This role is crucial in maintaining high levels of customer satisfaction and loyalty. If you have excellent communication skills, a problem-solving mindset, and enjoy assisting others, this remote opportunity is for you.
Responsibilities:
Qualifications:
This is a fully remote position, offering the flexibility to work from home. Become an integral part of our customer-centric organization and make a difference in our customers' experience.
Responsibilities:
- Respond to customer inquiries and resolve issues in a timely and professional manner via multiple channels (email, chat, phone).
- Provide accurate information about products and services.
- Troubleshoot and diagnose customer problems, offering effective solutions.
- Escalate complex issues to the appropriate departments when necessary.
- Maintain customer records by updating account information and documenting interactions.
- Identify trends in customer inquiries and provide feedback to the team for service improvement.
- Proactively engage with customers to ensure their satisfaction.
- Educate customers on product features and benefits.
- Follow communication procedures, guidelines, and policies.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Contribute to building a positive company image and brand reputation.
- Handle customer complaints with empathy and professionalism.
- Continuously learn about new products, services, and company policies.
- Assist in developing and improving customer support resources, such as FAQs and knowledge base articles.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Proven customer support or client-facing experience, preferably in a remote setting.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and empathy when dealing with customers.
- A positive attitude and a passion for helping people.
- Ability to work independently and as part of a remote team.
- Reliable internet connection and a quiet workspace.
- Experience with various communication tools (e.g., Slack, Zendesk, Intercom).
- Adaptability to learn new software and processes quickly.
- Commitment to providing exceptional customer experiences.
This is a fully remote position, offering the flexibility to work from home. Become an integral part of our customer-centric organization and make a difference in our customers' experience.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist
20117 Naivasha, Rift Valley
KES45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a friendly and efficient Customer Support Specialist to join our team, offering a hybrid work arrangement. In this role, you will be the primary point of contact for our customers, providing timely and effective solutions to their inquiries and issues via phone, email, and chat. You will be responsible for troubleshooting common technical problems, guiding customers through product features, and ensuring a positive customer experience. The ideal candidate will possess excellent communication and interpersonal skills, a patient demeanor, and a strong ability to multitask. You will maintain detailed records of customer interactions and resolutions within our CRM system. This position requires a proactive approach to problem-solving and the ability to work both independently and collaboratively with team members. Responsibilities include responding to customer requests promptly, resolving complaints effectively, and escalating complex issues to the appropriate departments when necessary. A commitment to providing exceptional service and contributing to customer satisfaction is paramount. This role offers a great opportunity to develop your customer service skills in a dynamic environment, with a balance of remote flexibility and in-office collaboration. You will be trained on our product suite and support tools to ensure you have the knowledge to succeed. Your ability to build rapport with customers and resolve their needs efficiently will be key to your success in this role. We are looking for individuals who are passionate about helping others and can adapt to different customer needs.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Lead
01001 Makongeni
KES300000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
WhatJobs is seeking a proactive and experienced Customer Support Lead to manage our customer service operations. This is a fully remote position, offering the flexibility to lead a distributed team and assist customers from anywhere. You will be responsible for guiding a team of customer support representatives, ensuring exceptional service delivery, and resolving complex customer issues. Your role involves developing support strategies, training team members, and implementing best practices to enhance customer satisfaction and loyalty.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing environment.
- Develop and implement customer service policies, procedures, and standards.
- Monitor customer interactions across various channels (email, chat, phone) to ensure quality and efficiency.
- Handle escalated customer inquiries and complex problem-solving.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments to address customer issues and improve overall product/service experience.
- Manage customer support tools and software, ensuring optimal utilization.
- Contribute to the development of knowledge base articles and self-service resources.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing customer support teams, preferably in a remote setting.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in customer relationship management (CRM) software and helpdesk platforms.
- Ability to motivate and guide a remote team effectively.
- Experience in conflict resolution and de-escalation techniques.
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Specialist
20100 Naivasha, Rift Valley
KES45000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team in Naivasha, Nakuru, KE . This role is crucial in providing exceptional assistance and resolving customer inquiries efficiently. You will be the first point of contact for customers, handling a variety of issues via phone, email, and potentially in-person interactions. Key responsibilities include understanding customer needs, providing accurate information about products and services, troubleshooting technical issues, and escalating complex problems to the appropriate departments. You will be responsible for documenting all customer interactions and resolutions in the company's CRM system. Maintaining a high level of customer satisfaction is paramount. This role requires excellent communication and interpersonal skills, patience, and a genuine desire to help others. The ideal candidate will possess strong problem-solving abilities and the capacity to work effectively under pressure. Previous experience in customer service or a related field is highly desirable. You should be proficient with common computer applications and able to learn new software systems quickly. We are looking for an empathetic individual who can build rapport with customers and represent the company professionally at all times. This is a great opportunity to build a career in customer service within a supportive team environment. The ability to work effectively as part of a team and contribute to a positive customer experience is essential.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and other channels.
- Provide accurate product and service information.
- Troubleshoot and resolve customer issues and complaints.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to relevant departments.
- Maintain a high standard of customer satisfaction.
- Collaborate with team members to improve customer support processes.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead
60100 Meru , Eastern
KES450000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
We are seeking a dedicated and experienced Customer Support Lead to join our client-focused team in a fully remote capacity. In this role, you will be responsible for overseeing customer service operations, ensuring exceptional support is provided to our clients, and leading a team of customer service representatives. Your duties will include managing incoming support requests, troubleshooting technical issues, resolving customer complaints, and implementing strategies to improve customer satisfaction and loyalty. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service principles and best practices. Experience with customer relationship management (CRM) software and helpdesk systems is essential. You should be adept at motivating and coaching support staff, analyzing support metrics, and identifying opportunities for process improvement. This fully remote position requires exceptional organizational skills, problem-solving abilities, and the capacity to manage and resolve issues efficiently and empathetically. We are looking for a proactive individual who is passionate about delivering outstanding customer experiences and who can contribute to a positive and supportive remote work environment. Your leadership in customer support will be vital in fostering strong customer relationships and upholding our commitment to service excellence.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of customer support representatives.
- Oversee daily customer service operations and ensure timely issue resolution.
- Provide training and coaching to support staff.
- Monitor customer interactions and provide feedback for improvement.
- Develop and implement customer service policies and procedures.
- Analyze customer support metrics and identify trends.
- Handle escalated customer complaints and complex issues.
- Collaborate with other departments to resolve customer problems.
- Ensure efficient use of helpdesk software and CRM systems.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- 3+ years of experience in customer service or technical support roles.
- Previous experience in a leadership or supervisory role.
- Proficiency with CRM software and helpdesk ticketing systems.
- Strong problem-solving and conflict-resolution skills.
- Excellent communication, interpersonal, and active listening skills.
- Ability to motivate and manage a remote team.
- Experience in customer service training and development is a plus.
This advertiser has chosen not to accept applicants from your region.
9