Customer Support Manager

StaffMatters Recruitment

Our client a online Financial Services company based in Limassol is looking to recruit an experienced Customer Support Manager who will be responsible for managing customer service agents and monitoring their performance while still providing excellent service to the customer.

In this role, you will schedule agents, assistants, and representatives, resolve emergency issues, provide training for new employees, and handle service issues beyond agent capability. You will also be required to meet all customer and company expectations. Our ideal candidate will be highly organized, multitasker, detail oriented, energetic and self-motivated in a very fast-paced environment who has a can do attitude and has previous experience in a leadership role.

Work closely with product development to communicate feature enhancement needs
Direct daily team stand-up and participate in regular department planning meetings
Ensure team members have appropriate training and other resources to perform their jobs as effectively as possible
Research strategies to further improve the customer experience
Develop standards and procedures and lead process improvement by identifying opportunities to enhance internal processes
Document customer service discussions and actions
Maintain accurate records and files of documentation
Set and maintain all customer service procedures and policies
Ensure the recording, organization, and filing of customer interactions and profile/account changes
Provide resources for quality customer service
Implement customer service strategies to improve quality of service
Address and resolve team and customer conflicts
Anticipate and resolve customer service issues
Maintain a professional workspace and workflow
Evaluate Customer Service representative performance
Full involvement in onboarding of new agents, from interviews to training
Notify management of performance related accomplishments or concerns
Provide weekly reports highlighting escalations, trainings, meetings, individual performance, projects, and/or other notable items
Conduct periodical reviews
Other duties as requested by management

Bachelor’s degree in business administration, business, or related field
Minimum of 1 year experience as a customer support manager or minimum 2 years’ experience as team lead
Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
Able to multitask, prioritize, and manage time efficiently
Encouraging and respectful to team and staff; able to mentor and lead
Able to analyze data and translate results into better solutions
Excellent verbal and written communication skills
Self-motivated and self-directed
Comfortable in both a leadership and team-player role
Creative problem solver who thrives when presented with a challenge
Focused on customer service
Excellent at communicating over the phone and handling phone systems
Asic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts
Able to concentrate on multiple problems at once
Excellent time management and prioritization skills
Ability to answer phone, listen actively, relay information, and type basic information simultaneously
Customer-focused for a positive customer experience and resolution
Excellent written and verbal communication. Native level of English (C1)
Ability to manage a team that offers 24/7 support

Familiarity with crypto and/or financial services is a plus!

Based on skills and experience

StaffMatters Recruitment