Customer Support Manager

Customer Support Manager PositionDepartment: Information Technology (IT)Location: BryanstonEmployment Type: PermanentReporting To: Support Services General ManagerPurpose of the Job:To establish, manage, and enhance a top-notch customer support experience by leveraging innovative technology, processes, systems, and personnel.Primary Objectives - Principle Accountabilities and Responsibilities: Establish and document support processes. Manage, monitor, and resolve customer escalations. Aid in improving customer support call centers and agents. Review and document business processes and their interactions with the support process for necessary changes or additions. Conduct, oversee, and review staff training when needed. Manage and facilitate escalations to internal departments and vendors.Inter-Relationship: Share ideas and knowledge transfer within the team educationally. Ensure interaction within the department. Attend company functions and events. Foster and sustain multi-level relationships with our clients. Coordinate with technical and operational teams.Company Culture: Empower our people. Exhibit leadership. Passion for what we do. Embrace diversity.Job Challenges: Adapting to technological changes. Managing business service level agreements (SLAs). Meeting business expectations.Minimum Requirements - Educational: Matric QualificationKnowledge: Diploma/Certificate in travel (advantageous). GDS Knowledge on Amadeus, Sabre, and Galileo (advantageous). Proficient in English (verbal and written). Basic accounting principles. AGM/Netsuite experience (advantageous). Familiarity with technology processes, protocols, and tools (Development Methodology, Project documentation & tracking, test planning, checking, and documentation). Experience in managing processes (conducting meetings, understanding business requirements, conceptualizing, and documenting). Travel business experience.Experience in Years:Years experience in the travel industry.7 Years experience in a Support Environment.3 Years experience in Managing Systems.Knowledge: Proficient in Support Systems. Skilled in Management Reports. Skilled in Data Analysis.