Customer Support Manager (IT)

icon Limassol
icon Sales & Marketing
JOB DESCRIPTION

Ref#4451

 

On behalf of our client, a well-established Group of companies operating in the Shipping industry, GRS are looking for a Customer Support Manager to join their Limassol based team. The successful candidate must have previous working experience in a managerial IT Support role. If you believe you have the necessary set of skills for this Limassol based Customer Support Manager role, GRS look forward to receiving your CV.
 
MAIN DUTIES AND RESPONSIBILITIES
  • To manage the Customer Support Department globally.
  • To supervise the T3 engineering division on a project management scale.
  • To develop and maintain KPI’s and targets for the department.
  • To develop and maintain procedures and flows between the relevant divisions within the department. From Tier 1 – Tier 3.
  • To report to management on the performance and results of the department. KPI, month end and any other reports requested by management.
  • To monitor the emails and phone call of the support agents for quality and improvement.
  • To assign tickets and work to support agents when required and explain tasks and assists in escalated problem resolution.
  • To have a thorough knowledge of the products and services and ensure this knowledge is present within the support team.
  • To serve as an effective liaison between Customer Support and other departments.
  • To conduct regular meetings and solve operational problems with customers, principals and employees.
  • Travel for exhibitions, conferences, training, or customers meetings.
  • To attend Management Reviews.
  • To facilitate the Quality Manager for the most efficient implementation of the ISO
  • 9001:2015 system and the Health & Safety procedures of the group
  • Approval of the context of the Quality System and of the list of interested parties.
  • Responsible for the approval of the risks and opportunities and of the action plans for their addressment of the various companies and departments.
  • Approval of the Quality System changes and of the relevant change management actions.
  • To foster team spirit between staff and across departments and/or other companies within the group and strive to maintaining good internal relationships.
  • To recognize staff development needs, to coach and develop the staff as necessary.
  • To provide regular feedback to the team and work with them on how to react.
  • To recognize and reward individual performance (through the employment of non-monetary rewards too)
  • To plan and follow the budget set for the department
  • To convert support cases in potential sales leads at a best effort
 
CANDIDATE PROFILE
  • Holder of Degree or Certification in Information Systems or Computer Science
  • At least 5 years of previous working experience in Technical Customer Service
  • At least 5 years’ experience as Service Desk Manager
  • Fluency in English, both written and verbal
  • Excellent people management and commercial skills
  • Ability to support, coach, and develop team members
  • Ability to keep individual team members motivated and mobilised
  • Team-player
  • Self-sufficient
  • Self-motivated
  • Result driven
  • Astute
 
 COMPANY BENEFITS
  • 13th salary
  • Provident fund
  • Food allowance
  • Working hours: Monday-Friday 08:30-17:30
 
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
 
To apply for this position, please email your CV to Ioulia Ananikidou, ioulia@grsrecruitment.com quoting the above job reference or call +357 25 342 720 for further information.
Job Summary
  • icon
    5 December 2022
  • icon
    Permanent
  • 4451
  • Ioulia@grsrecruitment.com
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