Customer Support Manager

Electrical distributor looking for a Customer Support Manager to join their organisation.
The Customer Support Manager is responsible for managing the customer support team, providing mentorship, leadership and guidance to the team.Responsibilities:Develop capability and motivate internal staff to support the delivery of projects and strategy.Review and assess training plans for each team member.Present data, recommendations to stakeholders, (including SMT and Directors) gain commitment and implement. measurable customer experience.Identify and implement support process improvements.Understand customer needs through their journey, from first contact to pre-sales to ongoing and after-sales support.Manage first contact with prospective customers by evaluating their potential ongoing needs and then either introducing them to the products and services or sharing qualified leads with the relevant colleagues.Monitor and report support metrics (response times, resolution times, satisfaction scores).Encourage and convert customers to our online portal.Ensure quality of advice given to customers is excellent regarding technical issues.Work with sales, technical support, marketing, and product teams to ensure a cohesive customer experience.Essential Requirement:Bachelor's degree in Business Management, Marketing, understanding of energy and automation products and markets.5+ years of experience in customer support management and call centres.Minimum 3 years experience in the industrial electrical field preferably within a distribution environmentPrevious experience in a comparable customer service role in the electrical or industrial automation industry.
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