GRS Recruitment is working with a leading consulting, technology and outsourcing services firm serving global clients. The company are based in Limassol and are recruiting for a Customer Support Supervisor to join their dynamic team. As a Customer Support Supervisor, you will have a vital role in ensuring the satisfaction and success of our clients. You will serve as the main point of contact for customer inquiries, technical support, and issue resolution. This position requires a deep understanding of our solutions, excellent communication skills, and a commitment to deliver exceptional customer service to our clients.
MAIN DUTIES AND RESPONSIBILITIES
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Team Oversight: Lead and mentor the support team, ensuring they maintain courteous, empathetic, and accurate communication styles that reflect positively on the company's profile.
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Complaint Handling Strategy: Design and implement a comprehensive strategy for managing customer complaints, focusing on prompt acknowledgment and thorough investigation.
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Resolution Ownership: Take ownership of the complaint resolution process, coordinating with internal technical teams to ensure professional communication and appropriate solutions.
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Quality Assurance: Monitor and evaluate customer interactions to ensure consistency and quality, providing feedback and training where necessary.
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Resource Allocation: Identify and allocate appropriate resources and expertise to address and resolve high-priority customer issues proactively.
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Policy Development: Implement communication protocols to ensure all customer inquiries via phone, email, or ticketing system are addressed efficiently and empathetically.
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Escalation Management: Establish and oversee a robust escalation process for complex technical issues, ensuring effective collaboration with internal teams to resolve these issues.
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Follow-Up Protocols: Develop and enforce follow-up protocols to ensure customer satisfaction post-resolution.
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System Optimization: Oversee the utilization and optimization of information systems for recording and managing customer support requests, ensuring adherence to priority and SLA (Service Level Agreement).
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Process Improvement: Continuously review and improve the request management process to enhance transparency, accountability, and efficiency.
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Performance Reporting: Develop and manage a reporting system that generates timely and accurate reports on SLA cases, trends, and performance metrics.
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Data Analysis: Analyze data to identify patterns, opportunities for optimization, and areas of concern, providing actionable insights to the Supervisor and relevant stakeholders.
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Outcome Assurance: Ensure timely and satisfactory resolution of escalated issues, setting performance targets and monitoring outcomes.
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Data Integrity: Ensure the maintenance of comprehensive logs and records of customer interactions and activities, facilitating effective follow-up and historical reference.
CANDIDATE PROFILE
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Bachelor’s Degree in Information Technology, Business Administration, or a related field
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At least 5 years of working experience as a Senior Customer Support Officer or similar role in information technology, fintech or telecommunications is required
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Strong background in managing customer support operations, focusing on customer satisfaction and retention
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In-depth understanding of technical support processes
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Experience with SAP Solutions will be considered an advantage
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Proficiency in analyzing support data and generating reports to drive continuous improvement
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Prior experience with Jira Service Management will be considered an advantage
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Proficiency in MS Office applications is required
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Fluent in Greek and English language is required
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Excellent interpersonal and active listening skills
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Effective written and verbal communication
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Strong attention to detail
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Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
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Proven ability to lead, mentor, and develop customer support teams.
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Multitasking skills and good organizational abilities
COMPANY BENEFITS
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13th Salary
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Provident Fund & Medical Fund
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Performance Bonus Scheme
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Hybrid Working Model for a balanced work-life experience
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Half Day Fridays to kickstart your weekend early
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Learning opportunities from top industry experts
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Competitive remuneration package
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A fun, entrepreneurial, and creative environment
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
Alex Evangelides, alex@grsrecruitment.com quoting the above job reference or call +357 25 342 721 for further information.
