Customer Support Manager

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Customer Support Leadership Role
This position is responsible for overseeing the customer support team, ensuring high efficiency and engagement. Key responsibilities include leading, mentoring, and developing team members to meet or exceed customer service standards.
Key Responsibilities:
  1. Team Leadership & Performance Management
    Set performance KPIs, provide ongoing coaching, feedback, and training to enhance team capabilities.
  2. Cross-Channel Customer Support
    Oversight of daily customer interactions across all communication channels (calls, emails, CRM platforms). Ensure timely and professional communication with customers to resolve issues and provide updates.
  3. KYC Compliance & Policy Adherence
    Supervise the KYC verification process, ensuring compliance with regulations and company policies. Train agents on evolving KYC requirements.
  4. Process Optimization & Reporting
    Identify inefficiencies in the support process and implement improvements to enhance productivity. Monitor ticketing systems, call logs, and CRM data to analyze trends and improve workflows.
  5. Dispute & Escalation Management
    Manage escalated customer disputes and ensure timely and fair resolutions. Work closely with internal departments to address complex issues.
  6. Technology & Tools Management
    Oversight of CRM, call tools, and ticketing systems to ensure efficient case handling. Recommend and implement technology solutions to enhance support team performance.

Requirements
  1. 5+ years of experience in customer service, with at least 2 years in a managerial or leadership role.
  2. Strong communication and interpersonal skills with a customer-first mindset.
  3. Experience in high-volume customer support environments.
  4. Proficiency in CRM systems, call center tools, and ticketing platforms.
  5. Strong problem-solving abilities and ability to handle escalations effectively.

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