Customer Support Manager

Job description / Role

Our Client, a leading cruise and stay holiday company, is looking for a Customer Support Manager. In this role you will supervise and motivate the team to make sure customers are handled in a friendly, useful and professional way. Your drive and passion will get the best out of the team, to provide customers with the best experience possible.

Job Outline:
- Deal with more complex customer enquiries, complaints which maybe long standing issues that have been passed on by customer service advisors, resolve the escalation quickly and effectively
- Handle any major incidents, such as issues whilst customer abroad e.g. Accident/death
- Set, maintain and exceed customer service standards. Develop procedures, policies and standards for the department and track KPIs and look for ways to increase profitability
- Analyse statistics or other data to determine the level of customer service the company is providing, isolate and identify areas of improvement
- Complete monthly complaint reviews to reduce and improve standards, following up with relevant departments involved
- Forecast opportunities for the future, examining staff levels and planning ahead
- Addressing staff issues and completing monthly reviews and development
- Offer customers additional services and products were applicable and generate income from your team to the company
- Control Management services completing weekly reports to ensure all money in and out is closely controlled
- Build relationships with suppliers to work together in resolving any customer query and improving processes
- Keep up to date with new products, ensuring the team have appropriate knowledge and understanding
- Communicate effectively with Sales, ensuring commission amends are kept as low as possible and helping improve individuals who have repeatedly made errors
- Conduct daily meetings with the team so they are organized and structured for the day
- Review quarterly bonus structure, making sure targets are achievable and all individuals working to the best of their ability

Requirements

- Computer Literacy essential
- Knowledge of customer service principles and practices
- Able to think proactively
- An ability to work to deadlines
- Good attention to detail
- An ability to be heavily organised
- The ability to supervise and motivate staff in a team
- Good presentation and a polite, tactful and friendly character
- A good understanding of numbers and planning
- The ability to be flexible, decisive and quick thinking
- The ability to handle complaints and difficult situations in a patient, calm and effective way
- Able to work extended hours on occasions when required

About the Company

Swiss Gulf Partners are experts in Digital and Technology recruitment.

We love all things digital and tech! Actually we’re a bit nerdy about it, but above all else our talent is finding talent. Being passionate about building relationships with our clients and our candidate community is our highest priority.

Our clients know that we understand what it takes to build award winning teams and businesses, we’ve done it time and time again. Our candidate community know that we find them the best opportunities to make their next career choice with confidence.