Senior Customer Support

Job Description/Specification:

Key Responsibilities

• Support the daily activities of the customer service team to ensure excellent service delivery.
• Monitor team performance, productivity, and adherence to company policies and service standards.
• Handle escalated customer inquiries, complaints, and complex issues in a professional and timely manner.
• Develop, implement, and maintain customer service procedures, workflows, and performance standards.
• Conduct regular coaching, training, and performance evaluations to enhance team effectiveness.
• Coordinate with internal departments to resolve customer concerns and improve service processes.
• Ensure accurate maintenance of customer records, documentation, and databases.
• Assist in workforce planning, scheduling, and resource allocation to meet service demands.
• Support management in implementing strategic initiatives and customer service objectives.
• Maintain confidentiality of customer and company information at all times.

Qualifications

• Bachelor's Degree in Business Administration, Management, or a related field.
• At least ten (10) years of experience in customer service, call center operations, or business administration.
• Excellent written and verbal English communication skills.
• Strong leadership, coaching, and team management abilities.
• Exceptional problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with CRM systems and customer service software.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work effectively in a fast-paced, multicultural environment.
• Professional, proactive, and results-oriented with a strong customer-focused mindset.
• Ability to manage multiple priorities while maintaining high service standards.

Preferred Qualifications

• Experience in customer service quality assurance and performance management.
• Previous experience in a multinational or cross-cultural work environment is an advantage.

Experience:

• Customer Service / Business Administration?: 10 years (Preferred)

Work Location: In person