Job Description

Job Responsibilities:

Position Overview:

The IT Support Customer Service Manager is responsible for leading and managing a team of IT support professionals to deliver effective technical assistance to end-users and maintain a positive customer experience. This role requires a combination of technical expertise, leadership skills, and a focus on customer service.

Key Responsibilities:

- Efficiently manage the workflow and schedule of the IT support team.

- Implement best practices to enhance the quality of IT support services.

- Work cross-functionally, coordinating between departments to deliver to clients' expectations.

- Lead and motivate a team of IT support professionals to deliver outstanding customer service.

- Ensure timely resolution of technical issues.

- Develop and conduct user training programs to enhance IT literacy.

- Conduct root cause analysis for major incidents and Implement preventive measures.

- Manage and communicate with key holders on daily operational support.

- Provide regular updates and reports on IT department activities and project status to the CTO/COO.

- Provide guidance, coaching, and performance feedback to team members.

- Develop and implement strategies to enhance overall customer satisfaction.

- Generate regular reports on key performance indicators (KPIs) and team metrics.

- Analyze data to identify trends, areas for improvement, and opportunities for growth.

- Make data-driven decisions to optimize team performance.

Qualifications:

- Bachelor's degree in any related field(s). Master's degree is a plus.

- Proven experience in IT Customer Service management, with a minimum of 2 years in a leadership role.

- Excellent communication and interpersonal skills.

- Ability to work collaboratively and lead a diverse Customer Service team.

- Strong problem-solving and decision-making abilities.

- Related work experience in Customer Service field/IT Support will be an advantage

Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM10,000.00 per month

Benefits:

Additional leave Dental insurance Free parking Maternity leave Meal allowance Opportunities for promotion Parental leave Professional development Vision insurance
Work Location: Remote