Customer Support Operations Manager

hace 1 semana


Madrid, Madrid, España Crystora Dynamics Limited A tiempo completo

About Crystora Dynamics
Crystora Dynamics Limited is a leader in civil engineering, construction, and architectural services. We are committed to delivering world-class solutions with a focus on innovation, efficiency, and client satisfaction.

Job Overview:
We are seeking a highly skilled Customer Support Operations Manager to join our remote team. As the primary point of contact for our customers, you will ensure their needs are met with professionalism, empathy, and efficiency.

Key Responsibilities:

  • Prompt Response & Resolution: Engage with customers through phone, email, or live chat, responding to inquiries, troubleshooting issues, and ensuring quick, efficient solutions to their needs.
  • Complaint Management: Address and resolve customer complaints, aiming for positive outcomes that maintain and enhance customer relationships.
  • Accurate Documentation: Keep meticulous records of customer interactions, noting details on complaints, inquiries, resolutions, and feedback to aid in trend tracking and improvement.
  • Cross-Department Collaboration: Work closely with Sales, Technical Support, and other departments to provide holistic solutions that enhance the customer journey.
  • Product Guidance & Recommendations: Assist customers with product and service recommendations, guiding them through usage to ensure a seamless experience.
  • Customer Education: Offer step-by-step guidance to customers, explaining best practices, and assisting with troubleshooting to enhance their satisfaction and product familiarity.
  • Continuous Improvement Initiatives: Actively participate in identifying areas for service improvement, sharing ideas to streamline processes, and elevating customer satisfaction levels.
  • Customer Satisfaction Tracking: Conduct periodic satisfaction surveys to gather insights, suggestions, and areas of improvement for our support services.

Requirements:
- Exceptional Communication: Strong verbal and written skills, able to clearly explain solutions and technical information to customers of varying familiarity levels.
- Empathy and Patience: A customer-first mindset with a calm, empathetic approach, especially when handling challenging situations.
- Problem-Solving Abilities: Resourceful and proactive, able to assess situations and implement practical solutions for complex customer issues.
- Technical Proficiency: Familiarity with CRM systems, customer support software, and basic technical knowledge to troubleshoot common customer issues.
- Organizational & Time Management Skills: Able to handle multiple tasks efficiently in a fast-paced, dynamic environment, and prioritize effectively.
- Adaptability: Thrives in a dynamic work environment, with the flexibility to adjust to evolving business needs.

Benefits:
- Competitive Salary: £45,000 - £60,000 per annum, depending on experience.
- Remote Flexibility: Enjoy a fully remote role, providing the autonomy and balance that modern professionals seek.
- Professional Development: Access to training resources, mentorship, and career progression pathways.
- Collaborative Team Environment: Join a team where innovation is encouraged, and every employee's contributions are valued.

What We Offer:
- An opportunity to make a meaningful impact in a growth-oriented environment
- A supportive work environment that encourages you to thrive
- A chance to work with a passionate, customer-centric team



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