Customer Relations Manager
7 days ago
The Customer Support Manager plays a vital role in ensuring high-quality customer service and satisfaction within the organization. This role involves overseeing and managing the customer support team to deliver exceptional service to customers and clients. Technical Support ability to troubleshoot or resolve technical issues.
Key Responsibilities:
Manages and lead the customer support team, including hiring, training, and evaluating staff members.
Monitor and analyze customer service metrics to ensure targets and goals are met or exceeded.
Develop and implement customer service policies and procedures to enhance the overall customer experience.
Resolves technical issues and provides technical assistance for products and services
Handle escalated customer complaints and issues, providing timely and effective solutions.
Collaborate with other departments to address customer concerns and improve service delivery.
Conduct regular performance reviews and provide feedback to team members for continuous improvement.
Identify training needs and organize relevant training sessions to enhance the skills of the customer support team.
Stay up-to-date with industry trends and best practices in customer service to drive innovation and improvement.
Implement strategies to increase customer retention and loyalty through effective communication and problem-solving.
Ensure compliance with company policies and regulations related to customer service operations.
Establish, implement and analyze quality, efficiency, and productivity standards and processes for the CS Team.
Gather, review, and analyze workforce-related reports and performance data for continuous improvement.
Foster a Positive and Productive work environment, ensuring compliance, collaboration, and development of team members.
QUALIFICATIONS:
- Bachelor's degree in Business Administration, Computer Science, Marketing, Information Technology and related field
- At least 5 to 10 years proven experience in customer support management within the entertainment / casino industry, preferably with exposure to e-gaming / online platforms OR experience in Technical Support management a MUST
- Strong leadership and understanding of customer segmentation and player behavior analysis.
- Familiarity with casino software and CRM systems is a plus.
- Exceptional communication and interpersonal skills.
- Strong service orientation, analytical, and problem-solving abilities.
- Excellent knowledge of management methods and techniques
- Ability to think strategically and to lead a team
- Excellent problem-solving abilities and a customer-centric approach to handling issues and inquiries.
- Awareness of industry's latest technology trends and applications
Job Types: Full-time, Permanent
Pay: Php90, Php100,000.00 per month
Application Question(s):
- When is your availability to start working?
- What is your expected monthly salary for the role?
- How many years of experience in online gaming or Technical Support?
Experience:
- online gaming or Tech support: 5 years (Required)
- Customer Service with tech support: 5 years (Required)
Work Location: Remote
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