Dla naszego klienta, firmy zlokalizowanej w Zielonej Górze, poszukujemy kandydata na stanowisko
Support manager
Miejsce pracy: Zielona Góra
Job descripition:
- Daily stand up meetings with the team to discuss what is outstanding, priorities for the day, any blockers to meeting SLA’s and general issues
- Daily feedback meeting to the European Support Manager
- Ongoing performance reviews of all direct reports
- Distribution of daily reporting to all key stakeholders
- Building and maintaining good relationships with key customers, willing to travel for short-time business trips
- Liaison with the Client Service Owner to ensure Production Issues are being dealt with in the appropriate manner and to the correct time frame
- Maintenance and improvements to the CRM platforms and any other tools in use
- Ensuring up to date documentation is kept regarding working practices
- Creating policies and procedures for Support team
- Reviewing applications, conducting interviews, providing on the job training or mentoring to new employees
- Analyse support team to establish whether all personnel are following the best practices established by the Support Manager
- Defusing situations with unhappy customers, will support team in critical issues
Requirements:
- Experience in IT and/or Ecommerce Industry (Logistics experience advantageous)
- Experience in Support environments (knowledge of tickets systems, CRM etc.)
- Strong IT Skills (must be able to understand our platform, product, services)
- Fluent English
- Understanding of customer service practices
- Knowing mediation and conflict resolution techniques
- Excellent interpersonal and leadership skills
- An ability to prioritize work and to plan ahead
- A calm nature under pressure
- Decision making abilities
- Extreme accurate information keeping