Customer Support Manager

hace 2 semanas

Barcelona, España IESE Business School A tiempo completo

Business Intelligence. Handling all needs related to CRM and data analysis.
- Participant Digital Journey. Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.
- Classroom Digital Experience. Handling participants’ digital experience during sessions, whether in person, hybrid or online. Audiovisual services will be included in this unit.
- Technology Services, this large group brings together all tech services that support school operations. At the same time, it is organized into these teams:

- This team will handle systems, cybersecurity services and telco.
- This team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.
- Customer Support: executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.

**Requirements & Skills**
- Proven working experience as a Customer Service Manager.
- Experience in providing customer service support.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases and tools.
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
- Proficiency in English.
- Availability to travel occasionally.

**Responsabilities**:

- Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS. Converting the actual service into a new one proactive service. Guiding de user across platforms, incidents, requests.
- Continuously improves IT support in partnership with internal staff / outsourced.
- Directs the workplace team, which is responsible for release coordination, end-user communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.
- Improve customer service experience, create engaged customers.
- Take ownership of customers issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused towards that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyse statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Control resources and utilise assets to achieve qualitative and quantitative targets.
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities.

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