The General Support Supervisor is responsible for ensuring effective support to the customer, resolving their queries and issues through the support team, ensuring an extraordinary experience. In addition to analyzing customer feedback and operational data to identify areas for improvement in service quality and operational efficiency.
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Strategizing and monitoring daily activities of support operations, assisting where required.
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Overseeing and assessing support staff activities, and providing them with regular performance-related feedback.
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Train staff in support areas and company policies.
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Investigating and resolving support complaints.
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Assisting with the development and implementation of support policies, maintaining documentation pertaining to support department activities.
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Generate reports on team performance, analyzing data to identify trends, issues and opportunities for improvement.
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Constantly coordinate with Legal & Compliance for the correct execution of claims, writings or complaints from end customers.
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College in related areas such as Business Administration, Communications or similar.
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4 years' experience managing customer service or support teams, preferably in the sales or financial sector.
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Solid knowledge of the main key performance indicators of customer experiences, in consumer law. Consumer protection and defense code.
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Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)
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Ability to effectively lead and motivate a team.
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Problem-solving skills to maintain high levels of customer satisfaction.
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Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.