Customer Support Team Leader
2 days ago
**Summary**
**Responsibilities**
- Build and lead the Customer Support Team to achieve the desired results in supporting customers, to maximize value perception, and to develop strategies to increase our customer engagement
- Create and implement a work plan for the customer by utilizing product features based on the customer’s work style to increase product usage
- Develop and maintain smooth and strong relationships with customers to increase loyalty and retention
- Identify customer needs and help customers use specific features to increase feature usage
- Ensure all incoming client requests, inquires, and concerns are resolved in an urgent, professional, and personable manner
- Follow up on and escalate any persistent technical issues to the Technology Team to reach the agreed SLA
- Implement SLAs for team members to manage supporting sales account managers with all portal-related tasks simultaneously
- Monitor and report all customer activities, issues, requests, and feedback to management
- Create outstanding customer experiences that translate into recurring revenue and retention over time
**Qualifications and Work Experience**
- Bachelor’s degree
- Working knowledge of CRM platforms
- Proficiency in Microsoft Office (Word, Excel, and Outlook)
- Customer orientation and ability to adapt/respond to different types of characters
- Customer focus and adaptability to different situations
- 5+ years of relevant experience in customer support
**Behavioural Competencies**
- Self-initiated with a proactive behavior
- Problem-solving and decision-making skills
- Analytical skills
- Self-driven, dynamic, and proactive
- High computer literacy and ability to learn new software
- Strong time management skills, organizational skills, and the ability to multitask
- Excellent verbal, written, and interpersonal communication skills
- Customer service oriented
- Planning and organizational skills
**Benefits**
- Private medical insurance
- Flexible working hours
- Learning and educational leaves
- Transportation service
- Special benefits for new mums and dads (Leaves & Nursery subscription)
- Lunch break, food services and fun & games area.
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