Customer Support Manager
2 semanas atrás
Join Docplanner Group, a leading healthcare platform, as a Customer Support Manager and be part of a dynamic team that makes a difference in people's lives.
Job Summary:We are seeking a highly skilled and experienced Customer Support Manager to lead our customer service team. As a Customer Support Manager, you will be responsible for ensuring operational excellence and strategic alignment with other departments such as Product, Sales, and Customer Success.
Key Responsibilities:- Lead and manage the Customer Care team, providing guidance, training, and continuous support to ensure high performance and professional development.
- Conduct 1:1s and weekly follow-up meetings to promote team alignment and engagement.
- Oversee the handling of customer inquiries, issues, and complaints, ensuring quick and effective resolutions.
- Manage escalated issues, ensuring critical problems are resolved satisfactorily.
- Develop and implement KPIs to monitor team performance and measure customer satisfaction.
- Analyze KPIs and prepare executive reports for senior management, highlighting trends and areas for improvement.
- Identify opportunities to enhance customer service processes, proposing and implementing strategies to improve efficiency and effectiveness.
- Lead strategic projects related to improving the customer experience.
- Collect and analyze customer feedback to identify trends and areas for service improvement, ensuring insights are incorporated into continuous improvement strategies.
- Collaborate closely with other departments, such as Sales, Product Development, and Marketing, to ensure an integrated approach to customer service.
- Connect with the global team to ensure local practices align with the company's global standards and guidelines.
- Prepare regular reports on customer service performance, highlighting trends, challenges, and opportunities for improvement.
- Advanced English.
- Experience in managing customer service leadership teams.
- Expertise in KPI analysis and the ability to generate detailed reports for senior management.
- Experience in creating and implementing tactical and operational plans aimed at performance improvement.
- Excellent communication skills and the ability to collaborate with cross-functional teams.
- Experience handling escalated issues and managing customer crises.
- Proactive in seeking continuous improvements in service processes.
- Experience working with global teams and ensuring alignment with global policies.
We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. Our team is passionate about making a difference in people's lives, and we're looking for like-minded individuals to join us on this journey.
Apply now and become part of a dynamic team that is changing the face of healthcare
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