
Customer Support Operations Manager
3 days ago
We are seeking a highly skilled and proactive individual to oversee customer support operations within the fleet management industry at Gateway Systems. The ideal candidate will lead a team in addressing client inquiries, issues, and requests related to fleet operations efficiently and promptly.
This role requires strong leadership skills, attention to detail, and the ability to handle complex client interactions in a fast-paced environment.
Main Responsibilities
- Lead the customer support team in handling inquiries and resolving issues related to fleet tracking, vehicle performance, and operational updates.
- Monitor and ensure timely responses to client queries about tracking systems, device functionality, and service disruptions.
- Maintain detailed records of client communications and resolutions using a CRM system.
- Analyze customer feedback and tracking data to identify service improvement opportunities.
- Provide training and support to customer service representatives on fleet management processes and tools.
- Collaborate with the technical team to ensure quick resolution of device and software-related issues.
- Prepare and deliver weekly/monthly reports on customer support performance metrics.
- Ensure clear communication with clients regarding new features, updates, and maintenance schedules.
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