Customer Service Operations Manager
hace 2 semanas
We are seeking a highly motivated individual to join our team as a Customer Service Operations Manager.
About UsTeknowledge is a leading provider of cybersecurity, advanced technical skilling, and enterprise technical support services. We help governments, businesses, and technology providers navigate and thrive in today's complex technology landscape.
Responsibilities- Act as a primary contact for moderate to highly complex issues for customers, communicating effectively to understand their needs and improve their experience.
- Drive end-to-end escalation management, ensuring fast and accurate resolutions for customers.
- Lead strategic projects to improve resolution times, customer satisfaction, and efficiency.
- Set and manage support expectations with customers.
Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders. Understand the cause of the issue, its business impact, and level of urgency from customers and other stakeholders.
CollaborationCollaborate with engineering teams and operations teams to identify the right technical resource and ensure the right groups are engaged to resolve highly complex customer issues. Develop and maintain relationships with internal teams, partners, and senior leadership.
Process ImprovementIdentify systematic issues and process breakdowns, pushing creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers. Create executive summaries detailing customer issues, impact on the business, and status of resolution. Identify patterns in customer issues and strategies to resolve reoccurring issues.
QualificationsRequired qualifications include 2+ years of customer service, technology industry, or related experience, a Bachelor's degree in technology, business, or equivalent field, excellent relationship management, customer service, and communication skills, strong English written and verbal communication skills, understanding of reactive case lifecycle and troubleshooting methodology, strong judgment, decision-making skills, ability to work under continual deadline pressure, excellent multi-tasking, task prioritization, and time management skills, and collaborative team player with strong stakeholder management skills.
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