Customer Support Supervisor (BB-AB229)

Encontrado en: Neuvoo Bulk CR


Job Description

Customer Support Supervisor will support the team to ensure that all of VMware Customers and Partners receive exceptional customer service. Supervisor will work directly with management team to obtain all necessary resources to support team requirements and keep management team informed of task accomplishment, issues and delays.

Main Responsibilities/Duties

  • Support local CS team to ensure the team goals and personal goals are achieved
  • Help the team to develop locally and globally- develop best practices, provide mentoring
  • Motivate and inspire team members-lead by example
  • Take part in initiatives directly related to the team and processes improvement
  • Share knowledge and support learning within the team
  • Ensure the team operates efficiently during times where the team manager may be absent
  • Facilitate constructive team meetings during times where the team manager may be absent
  • Assist the team manager identify areas of development within the team.
  • Demonstrate making the right & timely decisions, thinking through the scope and depth of impact the decision will have on external customers and people at all levels within the company
  • Handle Customer Support escalation aliases including required standard of knowledge of where to accurately direct the case
  • Coordinate iKB article creation
  • Participate in process documentation development
  • Review schedules and workloads locally, give recommendations on changes
  • Facilitate problem solving and collaboration
  • Escalate issues which cannot be resolved by the team
  • Provide guidance to the team based on management direction
  • Requirements

  • 1 -to 3 years of experience leading a group of members in Customer Service, Technical Support or related fields.
  • 1 to 3 years of experience in providing Customer Service thru different channels like Chat, Phone, Email, Web.
  • Ability to work from remote office / home office
  • Great analytical skills (pulling reports, cleaning the data, data-driven decisions etc)
  • Self-motivated with good time and project management skills
  • Strong communication skills on Spanish, English and Portuguese (verbal, written and presentation)
  • Strength in researching, understanding and succinctly explaining complex business issues and analyzing business impacts.
  • Strong MS Excel skills
  • Experience using SAP HANA, Salesforce.com, and Oracle a plus
  • Experience in an Enterprise software environment a plus
  • Understanding of Customer Service MBOs like AHT, ACH, ART, cSat, Abandon, etc.
  • Desire to meet or exceed Customer expectations
  • Ability to discretely handle and manage sensitive or confidential information
  • Ability to assist in tasks related to all teams and functions within CS
  • Strong motivational and empowerment skills
  • Positive and constructive attitude, comfortable facing new challenges and application technologies
  • Work flexible schedules, which may include evenings, weekends or holidays
  • Ability to prioritize work
  • Demonstrates excellent and obvious ability to work with others
  • Competencies

  • Team and collaborative working
  • Leadership and influencing
  • Effective communication
  • Customer Focus
  • Continues Development (Self and others)
  • Education/Experience

  • Previous call centre, customer service or licensing experience is essential
  • “This job requisition is not eligible for employment-based immigration sponsored by VMware.”

    Category : Client Support
    Subcategory: Customer Support
    Experience: Manager and Professional
    Full Time/ Part Time: Full Time
    Posted Date: 2021-02-08

    calendar_todayhace 1 día

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