Company Description
We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
The Customer Focus Manager will support the Head of Customer Support with the leadership, management, coaching, and development of the Customer Support team with accountability for becoming an established expert in the vision, priorities and objectives of the Global Customer Support sub-function. You will develop and maintain a strong working knowledge of both the Technical/ Operational and Commercial/ Product elements of the team focus and surrounding processes, and have direct line management responsibility for a small global team.
You will be accountable for coordinating and driving ongoing team L&D to ensure the team is always equipped with the latest information and playbooks to support all level 1 customer queries. You will have a holistic view of the day to day CS team workings and will act as a point of escalation for the team where necessary. In addition, you will generally lead by example, and proactively champion & influence the global team to perfect their craft. You will support strong customer query outcomes and resolution times and help coordinate any issues. Leading certain relevant, key business projects pertaining to Customer Support, will also be a requirement of this role.
The person that fills this role must be an excellent communicator, highly organized, self-motivated, and work autonomously, with a strong ability to successfully collaborate with the wider business, and influence others. You will use these skills to drive team success in the wider team in meeting company SLA's. You will demonstrate a customer-centric mindset influencing others to deliver strong customer satisfaction ratings and query resolution times.
Whilst handling the day to day activities of Customer Support will not be a requirement of this role; the person will serve as a 'player-coach', undertaking some customer support operational tasks while performing the role of a manager to a group of Customer Support Specialists.
Main Responsibilities
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