Other Specification:

• Bachelor's degree in Business Administration, Management, IT or a related field with 6+ years of experience (MBA will be an added advantage)
• Proven experience in managing customer support teams, preferably in the telecommunications or ISP industry.
• Excellent leadership and team management skills, with a track record of motivating and developing support professionals.
• Strong technical acumen and understanding of internet and networking technologies.
•  Demonstrated problem-solving skills, particularly in managing complex customer issues and escalations.
• Ability to thrive in a fast-paced environment and manage multiple priorities with a focus on delivering high-quality support to enterprise customers.

Job Description:

• Build, lead, and mentor a high-performing team of Enterprise Support Supervisors & Representatives, providing guidance and support to ensure their success.
•  Develop and implement a customer support strategy tailored to enterprise customer needs.
• Act as the primary point of contact for critical customer escalations, taking ownership of complex issues and guiding the support team toward timely and effective resolutions.
• Work closely with technical teams to facilitate swift issue resolution and provide regular updates to customers until their concerns are fully addressed.
• Analyze support metrics and KPIs to assess performance and drive improvements.
• Collaborate with cross-functional teams to address customer feedback and improve product offerings.
• Foster a customer-centric culture and maintain strong relationships with key customers.
• Conduct regular training sessions for the support team, focusing on product knowledge, technical skills, and effective communication.
• Continuously evaluate and optimize support processes for efficiency and effectiveness. 
• Stay updated with industry best practices and emerging trends in customer support, sharing relevant knowledge with the team to enhance their expertise.

Source: Merojob

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