Client Technical Support Manager
Salary Salary + Benefits
Consultant Ershad Sonda
Date posted 26 September 2018Jl. Jend Sudirman Kav. 29-31 Jakarta 12920 Robert Walters Indonesia
A new challenging Client Technical Support Manager role has just become available at a promising start-up online digital platform company. This position is based in Jakarta.
About the Client Technical Support Manager role:
The successful Client Technical Support Manager will lead the client's partner-facing call centre team responsible for servicing their valuable customers and business partners. The candidate will provide mentor-ship, leadership, work flow management, and quality direction to their customer support team.
- Set up and manage technical support team performance, ensuring that training and development includes in-depth product knowledge, systems and procedures
- Set up procedures of clients handling, in addition to conduct regularly review of existing procedures and processes
- The candidate will be responsible for providing on-call support after hours as needed to ensure our customer's successful operations
- Analyse and resolve client problems by handling advanced items and aiding the client support representatives in finding the best solutions
- Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing customer requests
- Minimum 3 years of IT/technical customer service experience
- Minimum 2 years of team management experience
- Preferably the candidate possess at least a Bachelor Degree and have a minimum of 5-7 years experience in Client Technical Support function in banking or financial services
- Experience with both B2B and B2C customers is preferred
- High ability to multi-task and handles multiple priorities with excellent attention to detail in a high-energy and agile environment
- Excellent problem solving, change management, mentor-ship and development, communication and interpersonal skills
- Ability to collaborate with all levels associates and managers for both internal and external customers.
- The candidate is able to work effectively with minor supervision
The client is a digital platform for automotive solution start-up built on data analytic, algorithm, and automation. It is a promising idea that connects the many automotive related products and services to bring the most benefit for the customers.