Technotask Business Solutions - Customer Support Manager

- Crafting a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day.

- Ensure timely and effective resolution of customer concerns as per the defined SLA and KPIs.

- Maintain and enforce quality standards for customer interactions by delivering high Customer Satisfaction scores.

- Monitor and analyze team performance metrics.

- Supporting my team with complex issue management, liaising with partners on outstanding issues and taking ownership to close issues.

- Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations.

- Mentoring my team to deliver great service, perform operational transactions to a high standard and continually uplift performance.

- Managing team attendance and working in roster shifts to provide required support to team members.

- Implement best practices to enhance the overall customer service experience.

- Contribute to the development and execution of customer service strategies and initiatives.

- Holding inspiring everyday conversations with my team, recognizing great performance and encouraging a focus on development and career aspirations.

- Supporting the performance of my team, providing structured mentorship, expectations and accountability to improve performance in line with process.

- Crafting a fair, transparent and inclusive culture for all colleagues.

- Ensuring equal career development opportunities for all colleagues in my team.

- Continually developing skills

- Experience or capability in using CRM software to manage customer information and interactions effectively.

- Conflict resolution skills to de-escalate situations and maintain customer satisfaction