INGROUP, is currently seeking on behalf of its
client, a multinational company in the field of industry, a,
Technical Support & Customer Service Manager
The role: As a Technical Support & Customer Service Manager you will be responsible for implementation of rules, procedures, policies and standards for support and service, satisfying customer needs & ensuring
quality excellence, service experience and creating loyal customers.
What you will do:
- Ensures prompt
customer service and provides adequate technical support to resolve any issues.
Actively listen to customers to understand their issues or concerns. Gathers
information useful in providing recommendations and solutions to a technical
problem. Provides daily technical support services for OOD and SSD
establishments.
- Sufficiently
documents all corrective actions and customer service discussions undertaken.
- Implements
Parts Sales budget, analyzes statistics and prepares progress reports.
- Maintains
excellent cooperative relations with all associates/partners/clients whom he
visits on a scheduled basis. Receive customer calls to provide step-by-step
guidelines for the resolution of a technical issue
- Participates
in company conferences, seminars, and company meetings.
- Distinguishes
and recognizes opportunities in the market and edits business plans which he
recommends for their most effective utilization.
- Investigates
emerging trends affecting the growth potential of the department.
- Ensure
compliance with service agreements to evade legal issues
- Guide and
direct the activities of less experienced tech support personnel
- Maintain an
up-to-date knowledge of company products and services
- Stay abreast
with technological developments and trends
- Educate
customers on the features of company products/services to minimize technical
challenges
- Follow-up on
customers to ensure their issues are completely resolved
- Produce
periodic reports of technical support operations to company management.