Customer Support

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure.
• Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts.
• Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.
• Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team.
• Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
• Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
• Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.
• Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
• Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

Customer Service Manager

• Respond to client inquiries – handle incoming calls, emails and chat messages in a timely and professional manner.
• Provide prompt and accurate responses to client inquiries regarding products, services and technical support.
• Provide product information and assistance - educate clients on the features, benefits, promotions, and usage of products and services.
• Offer guidance and troubleshoot support to assist clients.
• Collaborate with cross-functional teams to address clients’ needs and resolve complex issues.
• Escalate complex or unresolved issues to the appropriate person or Manager.
• Identify areas for improvement and share suggestions and feedback with the team.

Customer Support jobs in Cyprus

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Customer Service Manager

Client Support Agent – 24/7 Shift Rotation