• Supervisor Customer Support

    Location US-AR-Bentonville
    Job ID
    53552
    Function
    Customer Support
  • Overview

    Oversees the front line staff engaged in resolving problems with customers via telephone, email or chat sessions using full product knowledge and interpersonal skills. Supports the effective operation of the Customer Support Team.

    Responsibilities

    • Manages the day-to-day activites of a team with the responsibility for driving results and supporting the development of staff and processes.
    • Handles and resolves critical escalations from all points of contact, including customer, partner and internal parts of the organization.
    • Ensures resources maintain compliant with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided.
    • Manages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions.
    • Acts as an escalation point to analyze and interpret customer concerns. Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.
    • Identifies process improvement and verification activities; develops and applies quality improvement techniques. Ensures resources maintain compliance with quality process and standards.
    • Demonstrates strong customer service, communication and problem solving skills.

    Qualifications

    • Bachelor’s Degree (or equivalent vocational qualification/experience)
    • Preferred Work Experience (years): 5+ years’ experience
    • Fluent level of English (written and verbal) as well as local language as applicable
    • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
    • Customer service values / orientation
    • Advanced knowledge of the region and / product lines supported
    • Strong leadership skills coupled with a desire and ability for continuous learning / self-development
    • Role model level professional work behaviors (attendance, teamwork, time management)
    • Strong communication skills (listening, providing clearn and concise infromation, using propoer language and grammer)
    • Intermediate presnetation skills

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