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Opportunity

We are looking for an experienced and dedicated Customer Support Manager who manages customer service agents and monitors their performance while still providing excellent service to the customer. In this role, you will schedule agents, assistants, and representatives, resolve emergency issues, provide training for new employees, and handle service issues beyond agent capability. You will also be required to meet all customer and company expectations.

Responsibilities

• Recruit, hire and train new customer service agents
• Generate sales from training agents to up-sell and cross-sell
• Research strategies to further improve the customer experience
• Schedule calendar for agents and representatives
• Distribute agent and representative work
• Develop standards and procedures
• Document customer service discussions and actions
• Set and maintain all customer service procedures and policies
• Record, organize, and file customer interactions and profile/account changes
• Provide resources for quality customer service
• Implement customer service strategies to improve the quality of service
• Address and resolve team and customer conflicts
• Anticipate and resolve customer service issues
• Maintain a professional workspace and workflow

About you

• Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
• Able to multitask, prioritize, and manage time efficiently
• Eager to expand the company with new sales, clients, and territories
• Able to analyze data and sales statistics and translate results into better solutions
• Excellent verbal and written communication skills
• Self-motivated and self-directed

How to apply

Interested candidates can apply here

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