Manager

• Plan, direct, and coordinate technical contact center operations across multiple channels (voice, email, chat)
• Ensure high performance on key metrics: Dispatch Avoidance (DA), NPS, Customer Satisfaction (CSAT), Phone Response SLA
• Facilitate effective open communication within Technical Services and cross-functionally with other departments/regions/business units
• Provide quality monitoring and coaching to agents to enhance customer experience, soft skills, and development
• Oversee timely processing of customer requests and assist in resolving disputes
• Act as the primary escalation point for CRS Team to address customer issues
• Ensure adherence to quality policies and departmental SOPs
• Identify potential product issues and escalate for resolution
• Promote remote tools and analytics by leading implementation and adoption in compliance with data privacy guidelines
• Perform special projects to support business growth and achieve best-in-class service

Customer Support Manager

Manager – Industrial Innovation

SEA Manager, Belgium

SEA Manager, Belgium

SEA Manager, Belgium