Our client a young and dynamic marketing agency based in Limassol and specializing in digital advertising and online marketing strategies are looking to hire a Customer Support Manager to join their growing team and lead the customer support team.
The successful candidate will play a critical role in ensuring that customers receive outstanding support and that the support representatives deliver consistent and high-quality service. This role reports directly to the CEO.
Responsibilities:
- Oversee a team of 5-10 customer support representatives.
- Handle scheduling, training, and ensure quality control of the team’s output.
- Develop and maintain internal knowledge bases and wikis to aid the customer support process.
- Create, implement, and refine customer support processes and standards.
- Conduct regular evaluations to gauge the effectiveness of customer support strategies and implement improvements.
- Collaborate with other departments to identify product issues and customer needs.
- Handle escalated customer complaints or issues.
- Provide regular reports and insights on team performance to the management team.
Requirements:
- Minimum of 5 years of customer support experience, with a preference for those with experience in a B2C environment dealing directly with end-users.
- Prior experience in a leadership or managerial role is required.
- Native level proficiency in reading and writing English.
- Strong organizational skills, detail-oriented approach, and ability to multitask.
- Demonstrable leadership qualities, problem-solving skills, and a sense of responsibility.
Key Competencies:
- Leadership: Proven ability to guide a team towards achieving common goals.
- Communication: Exceptional written and verbal communication skills.
- Problem Solving: Ability to address and mitigate any issues that arise in the customer support process.
- Teamwork: Ability to foster a collaborative environment, ensuring smooth inter-departmental collaboration.
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Customer Support Manager with reference number 1937.
Or you can apply directly through your candidate login by hitting the APPLY button.
