1009 jobs voor customer support manager gevonden


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Technical Support Team Lead

time Online sinds 5 december 2023 - Vaste jobs

Zwijndrecht | IT infrastructure | NL-ENG | International organization | Fulltime | Company car | 1099443

Your new employer

For one of its good clients, an international player within petrochemicals, Hays Antwerp is urgently looking for a Technical Support Team Lead to join the IT team.This is a full-time position with permanent contract.

Your new role

  • You are responsible for overseeing the day-to-day operations of the Technical Support Team.
  • You act as a senior agent who will drive customer satisfaction through customer support.
  • Providing direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions.
  • You act as a mentor and provide oversight, coaching, and training to technical support staff.
  • Recording and tracking team SLAs (Service Level Agreements) and workflows are part of the role.
  • You are the point of contact when it comes to technical escalations.
  • You provide support where needed for both internal and external customers, including after hour support.
  • Clearly communicate escalated issues via daily management meetings and report to Defect Manager.
  • Manage and report on all incoming technical support inquiries.
  • On-board all new technical support team members.
  • You are responsible of assisting the creation of the team KPIs as well as monitoring and report results.
  • This role allows you to travel globally to on-site projects.
  • You are actively involved with the operational delivery and QA if required for new product and feature releases.
  • You monitor team performance and report on metrics.
  • You create and review working hours for Support Billing.
  • Ensuring that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
  • Work to create any relevant support material for the team.
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
  • Implement any necessary preventive measures to reduce customer faults and issues.
  • Review all technical support related processes and documentation for continuous improvement.

Team Leader Order Intake

time Online sinds 4 december 2023 - Vaste jobs

In this role, you will be responsible for overseeing the order-taking process, ensuring and supporting smooth operations, and leading an experienced team of order management professionals.

You will work in close collaboration with a wide range of different stakeholders (plant managers, sales managers, management, clients…).

This is a new role in the company.The further development and completion of the function might evolve in line with your personal skills.

Order Management: Manage the end-to-end order-taking process, from order receipt to fulfillment, ensuring accuracy, timeliness, and customer satisfaction.

Team Leadership: Lead and motivate a team of five order management specialists, providing guidance, coaching, and support to ensure team success.

ERP Expertise: Utilize your strong knowledge of ERP to optimize order processing, troubleshoot issues, and implement process improvements.

Change Management: Participate in change management initiatives related to order management processes, ensuring smooth transitions and adoption of new procedures.

Customer Satisfaction: Collaborate with other departments to resolve customer issues and inquiries promptly, aiming to exceed customer expectations.

Performance Metrics: Monitor and develop key performance indicators (KPIs) related to order management and work with the team to achieve and exceed targets.

Process Improvement: Continuously evaluate and enhance order management processes for efficiency and accuracy.

Documentation: Maintain accurate records and documentation related to orders, ensuring compliance with company policies and industry regulations.

Reporting: Generate reports and provide insights to upper management on order management performance and trends.