Technical Customer Support Manager (onsite)

The Customer Service Manager will be instrumental in delivering exceptional customer service, fostering strong relationships, and ensuring high-quality technical service coordination between our delivery & service team and the technical teams at key customer accounts.

Job Responsibilities

• Improve customer service experience, create engaged customers to understand key pain points and recommend solutions while managing customers’ expectations.
• Collect technical reports, issues, and feedback from customers, and communicate these to the internal technical team for solutions.
• Take ownership of customers' technical issues and follow problems through to resolution.
• Set a clear planning and deploy strategies focused towards department objectives.
• Keep accurate records and document customer service actions, discussions, and technical feedback.
• Analyse statistics, compile accurate reports, and provide insights based on customer feedback.
• Control resources (contractors) and utilise assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget for service maintenance 

Requirements and Skills

• BS degree in engineering or project managament or related field.
• Proven working experience as a technical Customer Service Manager.
• Excellent knowledge of management methods and techniques.
• Proficiency in English.
• Working knowledge of Microsoft package (Word, Excel, PowerPoint).
• Basic understanding of ICT knowledge and network protocals
• Awareness of industry’s latest technology trends and applications.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.