Client Support Manager, Pakistan Office

3 days ago


Islamabad, Islamabad, Pakistan Pacsquare Technologies Full time
Job Description

The Support Center Team Lead at Pacsquare Technologies will play a pivotal role in delivering exceptional client experiences and contributing to the company's success. As a seasoned leader, you will manage a team of specialists responsible for 24/7 client communication, resolving issues, and answering queries in real-time. Your expertise will enable the team to navigate complex situations efficiently, escalating issues when necessary, and providing timely updates to stakeholders.

Responsibilities:

  • Directly supervise a team of support specialists, guiding them in resolving complex client inquiries and issues.
  • Develop and implement comprehensive training programs to enhance team skills, ensuring proficiency in handling various scenarios.
  • Coordinate with other departments to resolve complex technical issues, leveraging collective expertise to achieve efficient resolutions.
  • Establish clear expectations, priorities, and goals for the team, maintaining open communication channels and promoting collaboration.
  • Monitor team performance, identifying areas for improvement and implementing corrective actions to maintain high standards.
  • Effectively communicate with clients, empathizing with their concerns, and ensuring prompt resolution to complaints.
  • Develop and maintain relationships with vendors, partners, and other stakeholders to optimize support delivery.
  • Take ownership of innovative solutions to optimize support delivery, exploring cutting-edge technologies and best practices to stay ahead of industry trends.


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