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Trucker Path · 4 hours ago

Customer Support Manager

Mandaluyong City,Metro Manila,US

Full-time

Onsite

Mid Level

Trucker Path is seeking a Customer Support Manager to lead and mentor their customer service team. The role focuses on improving customer satisfaction, managing customer service tools, and enhancing team skills through training and development.

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Responsibilities

Lead and mentor a team of customer service representatives, providing guidance, support, and performance feedback

Develop and implement strategies to improve customer satisfaction and ensure a seamless experience across all touchpoints

Oversee the use of Zendesk for ticketing, customer communication, and reporting, ensuring optimal use and customization of the platform

Utilize Microsoft Office tools, including Excel for data analysis, Word for documentation, and PowerPoint for reporting and presentations

Work with Jira to track, manage, and resolve customer-related issues and collaborate with other departments for efficient resolution

Identify and implement process improvements to increase efficiency and effectiveness of the customer service team

Develop training programs to enhance the skills of the customer service team, ensuring they are well-versed in product knowledge and customer service best practices

Qualification

Zendesk ManagementMicrosoft Office SuiteJira ManagementProcess ImprovementCustomer-CentricLeadership SkillsCommunication SkillsProblem-Solving Skills

Required

Lead and mentor a team of customer service representatives, providing guidance, support, and performance feedback

Develop and implement strategies to improve customer satisfaction and ensure a seamless experience across all touchpoints

Oversee the use of Zendesk for ticketing, customer communication, and reporting, ensuring optimal use and customization of the platform

Utilize Microsoft Office tools, including Excel for data analysis, Word for documentation, and PowerPoint for reporting and presentations

Work with Jira to track, manage, and resolve customer-related issues and collaborate with other departments for efficient resolution

Identify and implement process improvements to increase efficiency and effectiveness of the customer service team

Develop training programs to enhance the skills of the customer service team, ensuring they are well-versed in product knowledge and customer service best practices

Strong leadership and team management skills, with a proven ability to motivate and develop a team

Excellent verbal and written communication skills, with the ability to communicate effectively across all levels of the organization

Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically

Proficient in Zendesk for customer service management

Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint)

Experience with Jira for issue tracking and resolution

Familiarity with other customer service and project management tools

Creates and plans coaching for agents

Passionate about providing excellent customer service and improving the customer experience