The Client Support Manager will oversee and manage a number of Team Leaders and customer service associates within the merchant experience division of the department. In this role, you will motivate and guide the team members to provide high-quality service and support to both our partners and customers in the best way possible.
Primary responsibilities
Provide leadership, development and coaching of Team Leaders and the QA Associates in the Merchant experience division. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
Identifying actions and working with QA trainers to ensure the skills and knowledge are developed effectively.
Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
Building and maintaining effective internal and external stakeholder relationships.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Requirements
Minimum of 1 year of experience as a manager or team leader within customer service or operations.
Strong coaching and leadership skills
Exceptional interpersonal, customer service, problem-solving and conflict resolution skills.
Fexible schedule and open to work on a rotational shift basis, including weekends.
Bachelor degree holder or equivalent experience.
Strong communication skills in English, both verbal and written.