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Software Customer Support Manage...

El-Moasser Books - Cairo, Egypt

Software Customer Support Manager

El-Moasser Books - Cairo, EgyptPosted 1 month ago
68Applicants for1 open position
  • 27Viewed
  • 9In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Hire and train new customer support agents.
  • Train customer service agents to respond to customer queries in a timely and accurate way, via Live Chat.
  • Make sure that all customer support agents team have been given proficient training.
  • Manage the budget of the customer support department to ensure goals are met.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Create effective customer service procedures, policies, and standards.
  • Supervise day-to-day operations in the customer support department.
  • Establishes and maintains relationships with software development technical manager to get troubleshooting for customer problems.
  • Providing help and answers to the customers' technical issues through 
    • Identification of the problem itself 
    • Research on answers 
  • Update Technical team with information about technical issues and useful discussions with customers.
  • Ensure that department is in compliance with other departments to reach organizational goal and to ensure smooth workflow.
  • Concession of the customers' troubles by recommendation of procedures.
  • Evaluation of the systems' problems to recommend enhancements
  • Gather customer feedback and share with our Technical and Business  teams
  • Achieve the standards of quality and SLA

Job Requirements

  • Bachelor Degree of Computer Science, Engineering or relevant field.
  • 5 years of Experience in same position.
  • Previously worked in Software companies as Mobile App. Customer Support Manager (must).
  • Excellent problem-solving skills and focus on quality.
  • Detail-oriented.
  • Analytical skills.
  • Delegation skills

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