Customer Support Manager

hace 2 días

Barcelona, España Bridgestone America, Inc. A tiempo completo

.Here's a little taste of your challenge:Oversee the team's handling of customer queries, and offer support for escalations through to resolution, empowered by knowledge of processes, policies, and procedures, and empathy and compassion.Execute multichannel Customer Support strategies.Review and establish best practices and policies for our Customer Support teams of 70 people.Establish quality standards and monitor the team's adherence to these in cooperation with our Quality TeamForecast and optimize front line human resources for the current 6 teams in Europe.Set and adjust customer satisfaction targets and work with the teams to meet targets consistently to improve customer engagement and retention.Hire, on-board and train new Customer Support Team LeadsStrategically identify and lead areas of improvement and propose new processes and workflows to meet the quality of speed and service KPIs, as well as trust and safety KPIs and overall customer satisfaction KPIs.Ensure the well being of the front line Customer Support teams, and provide resources to cope with the potential difficulties. Have a compassionate, empathetic approach to issues raised by the team.Stay updated on developments in the customer services field and apply best practices to areas of improvement.Oversee the creation and maintenance of internal and external (Help Center) documentation, offering answers and useful tips to empower members to make the most of it.What do we expect from you?You have experience as a Customer Support manager of multiple country based teamsYou excel at identifying growth opportunities for your team members and developing and coaching themYou excel at customer service and conflict resolution, displaying empathy and high emotional intelligence and s trategically work with key stakeholders (Head of regional sales, Enterprise key account managers) to drive and manage the challenges from our customers and salesYour approach is compassionate and assumes the best intentions.You display resilience; and can adapt and tolerate stress.You have proven experience handling confidential and sensitive information with discretion and care.You have strong report-writing skills.You have a strong sense of time management and urgency.You can work independently and collaborate with others effectively.You have excellent written and verbal communication skills.You have exceptional planning and organizational skills.You show attention to detail.You have a high level of self-awareness and know when you step away and raise your hand when you need help.What can you expect from us?The chance to work in a fast moving, innovative and international team, dealing with different countries and cultures; A company culture that likes to work hard and play hard. We like to have fun. There is no sense coming to a job everyday if you don't like the people you work with; Decisive actions. We don't like to wait. It's in our DNA to move forward

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