Remote Customer Support Manager

Job Description:

We are seeking a Remote Customer Support Manager to join our team at SIRIM Berhad. As a Mid-to-Senior Level professional with at least 6 years of experience in customer support, you will be responsible for managing a team of remote customer support representatives to ensure exceptional service delivery to our clients.

Responsibilities: - Lead and manage a team of remote customer support representatives, providing guidance and support to ensure that customer inquiries and issues are resolved in a timely and efficient manner - Develop and implement customer support strategies and processes to enhance customer satisfaction and retention - Monitor and analyze customer support metrics and KPIs to identify trends and opportunities for improvement - Collaborate with cross-functional teams to address customer feedback and implement solutions to enhance the customer experience - Train and coach team members on best practices in customer support and soft skills development - Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction - Stay up-to-date on industry trends and best practices in customer support to continuously improve our processes

Requirements: - Bachelor's degree in business administration or a related field - At least 6 years of experience in customer support, with a proven track record of managing teams and driving results - Strong leadership skills with the ability to inspire and motivate remote team members - Excellent communication and interpersonal skills - Ability to adapt to changing priorities and a fast-paced work environment - Strong analytical skills and the ability to identify and address customer support issues effectively - Passion for delivering exceptional customer service and building strong relationships with clients

Personality traits: - Adaptable: Ability to thrive in a dynamic work environment and adjust to changing priorities - Passionate: A genuine enthusiasm for providing top-notch customer support and driving team success

Soft skills: - Adaptability: Ability to adjust to changing circumstances and think on your feet - Analysis: Strong problem-solving and analytical skills to identify trends and make data-driven decisions

Benefits: - Vision insurance - Gym membership - Disability insurance

Working environment: At SIRIM Berhad, we value building strong connections and treating our colleagues like an extended family. We foster a collaborative and supportive work environment where team members can grow and excel in their roles.

Deadline to apply: 2024-05-06

Equal opportunity statement: SIRIM Berhad is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We welcome applicants from all backgrounds and encourage individuals with different perspectives to apply.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.