Customer Support Manager

Job Tittle: Customer Support Manager

Salary Range: 350,000 – 400,000 (Negotiable)
Job Types: Full-time, Permanent

Overview
Connekt Broadband is seeking an experienced and dedicated Customer Support Manager to lead our customer support team and ensure the delivery of exceptional service to our clients. The ideal candidate will possess a strong background in customer support, excellent leadership capabilities, and a proactive approach to problem-solving.

Responsibilities
Oversee the day-to-day operations of the customer support team, including hiring, training, and evaluating team members.
Create and implement strategies to improve customer satisfaction and reduce response time.
Track key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and ensure team goals are met.
Address escalated customer issues, provide resolution support, and ensure a positive experience for customers.
Identify process improvements and implement new procedures to optimize the customer support workflow.
Work closely with other departments (Sales, Marketing, etc.) to communicate customer feedback and collaborate on resolving systemic issues.
Create training programs for support staff to enhance product knowledge, customer service skills, and overall performance.
Generate detailed reports on customer support activities, including team performance and customer feedback, and present findings to senior management.
Oversee the use of customer support software and tools, ensuring they are utilized effectively to meet customer needs.

Qualifications
Proven experience as a Customer Support Manager, Customer Service Manager, or similar role.
Strong leadership and team management skills.
Excellent communication and problem-solving abilities.
Familiarity with CRM systems.
Strong analytical skills and a data-driven approach to problem-solving.
Ability to work under pressure and handle customer escalations professionally.
Bachelor’s degree in Business, Communications, or a related field (preferred but not mandatory).

How to apply
If you meet the requirements, kindly send your CV to cyndibassy@gmail.com using the job title as subject of the mail