Senior Manager Customer Support
MY-Penang
APAC
Req #: 109373
Type: Employee|Employee|Regular Full-time
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Overview: Leads the work of managers, supervisors and professionals engaged in resolving problems with customers via telephone, email or chat sessions using full product knowledge and interpersonal skills. Supports the effective operation of the Customer Support Team. Responsibilities: * Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes * Establishes operational objectives and work plans and manages the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results. Owns all talent acquisition to support the team's success * Works directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Acts as an escalation point to analyze and interpret customer concerns * Ensures resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided * Manages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions * Estimates timeframes for complex projects and manages the completion of assignments within specified time, quality, and cost parameters * Identifies strategies for process improvement and verification activities; develops and applies quality improvement techniques * Assumes responsibility for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirements * Demonstrates excellent customer service, communication and problem solving skills Qualifications: * Advanced Degree * Minimum 12 years' experience including minimum 2 years management experience * Fluent level of English (written and verbal) as well as local language as applicable * Intermediate level skills in Microsoft business applications including Word, Excel and Outlook * Customer service values/orientation * Advanced knowledge of the region and/product lines supported * Strong leadership skills coupled with a desire and ability for continuous learning/self-development * Role model level professional work behaviors (attendance, teamwork, time management) * Strong communication skills (listening, providing clear and concise information, using proper language and grammar) * Intermediate presentation skills
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