Customer Support Manager

On behalf of our client operating in BPO industry we are looking for a motivated and experienced Customer Support Manager to lead their customer support team in Tirana Office.

Role:

A Customer Support Manager will act as a liaison between the company and its customers. The successful candidate will have proven experience working in a customer support position, show excellent leadership and ability to resolve problems. He will report to Country and Italian Manager:

Responsibilities:

• Interact with clients and build relationships with them
• Manage a team of Customer Associates and sustains a positive team environment
• Ensure that the Customer Support team continually delivers at a high level
• Resolve complex client problems in a professional manner
• Coordinate with various department and head office to meet high results in all Service Center Metrics
• Brings creative ways to enhance customer satisfaction
• Ability to formulate and revise customer support policies and procedures for staff to adhere to
• Constantly update his team on best customer support best practices
• Analyzes statistical data to determine the level of customer service
• Preparing detailed reports on the statistical findings for senior management

Requirements:

• 5+ years prior experience in customer facing roles
• Proven experience in a leadership role is required
• Excellent communication skills and the ability to anticipate the needs of customers
• Ability to lead, understand and motivate people within the team
• Knowledge of customer service programs and databases
• Proactivity and ability to work under pressure
• Strong analytical skills and aptitude for problem solving
• Bachelor of Business Administration, and / or relevant training
• Excellent communication in Albanian, English and Italian Language