Octal Philippines Inc., a leading player in the Information Technology and Services industry, is seeking a dedicated and passionate PM - Customer Support Manager to join our dynamic team. This role is pivotal in ensuring that our clients receive exceptional support and service throughout their journey with us. The ideal candidate will possess a strong background in customer service management, with experience in managing support operations from a project management perspective. You will be responsible for leading a talented team of customer support representatives, ensuring their performance aligns with our strategic goals and high customer satisfaction standards. Your leadership will involve developing and implementing support strategies, tracking performance metrics, and working closely with other departments to enhance our service offerings. As a PM - Customer Support Manager, you will also play a critical role in training and onboarding new team members. We're looking for someone who is not only a strong leader but also has a deep understanding of customer needs in the technology sector. This position offers a unique opportunity to affect change and innovation in our customer support processes, with a focus on continuous improvement and client satisfaction. If you are driven by results and have a passion for providing top-notch service, we encourage you to apply and become a part of Octal Philippines Inc.'s mission to deliver excellence in IT services.
Responsibilities
- Lead and manage the customer support team to ensure high levels of customer satisfaction and service excellence.
- Design and implement customer support processes and best practices to improve efficiency and service quality.
- Monitor, analyze, and report on key performance indicators (KPIs) to track team performance and customer satisfaction levels.
- Develop training programs for new hires and ongoing training for existing team members to enhance their skills.
- Collaborate with product and development teams to resolve customer issues effectively and improve product offerings.
- Act as the primary point of contact for escalated customer concerns and provide timely resolution solutions.
- Create a customer feedback loop to gather insights and drive continuous improvement in service delivery.
- Bachelor's degree in a relevant field or equivalent experience in customer service or support management.
- Proven experience as a Customer Support Manager or similar role in the IT industry.
- Strong understanding of customer service metrics and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data and draw actionable insights to improve performance.
- Experience with ticketing systems and customer relationship management (CRM) software.
- Strong problem-solving skills and ability to manage difficult situations professionally.
