Job Description

Job Purpose

As a Service Support Manager, you are to provide the highest standards in people management monitor and mentor NOC staff in the call support centre. To ensure all request from clients are to be acknowledge follow by ticketing system to be created for each request. You will work we the Global Operations Director and Global Technical Director in achieving highest standard of customer support centre.

Key responsibilities

Team managemen

t

Hire, train, and mentor service staff, monitor performance, and provide feedback to ensure service standards are met. Weekly internal meeting to review outstanding client cases and follow up plan.

Customer relations

Act as the main point of contact for customer issues, resolve complex complaints, build strong customer relationships, and ensure client satisfaction. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships.

Operational oversight

Develop and implement service policies, procedures, and quality standards. Audit service operations for efficiency and devise solutions for improvement. Monitoring department issues and client complaints to create methods to lessen recurring issues.

Performance and reporting

Track service metrics like response time and resolution rates. Prepare service reports for client on major issue.

Compliance and knowledge

:

Stay up to date on industry laws, regulations, and new innovations to ensure the department's compliance and competitiveness.

REQUIREMENTS

Essential skills and qualifications

Leadership and interpersonal skills

Strong ability to lead, motivate, and communicate effectively with a team and customers.

Problem-solving

Excellent skills in identifying issues, resolving conflicts, and finding creative solutions. Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.

Communication

Proficient in written and verbal communication to interact with customers and internal teams.

Technical and organizational skills

Good computer literacy and organizational skills. Knowledge in switches , router configuration.

Working knowledge of Linux operating systems and server hardware advantageous

Experience

Typically requires previous experience in Call Centre and Hospitality service industry.

Personal Attributes:

A trustworthy individual able to work independently with limited supervision. Proven analytical skills with excellent problem-solving attitude and the ability to resolve customer issues. Candidate must have excellent communication, documentation and People Management skills. A valid Passport and able to travel and work overseas if required
Job Types: Full-time, Permanent

Benefits:

Health insurance Opportunities for promotion
Work Location: In person