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Customer Service Manager

2 months ago

Atlanta, Georgia, United States Tek Experts Full time

Job Summary

Tek Experts is a leading provider of specialized technology services and support, focused on delivering innovative solutions for clients. As a Customer Service Manager, you will play a critical role in ensuring exceptional customer experiences and driving operational efficiency within our support organization.

Key Responsibilities

  • Resolution Customer
    • Act as a primary contact for moderate to highly complex issues for customers, communicating effectively to understand their needs and improve their experience.
    • Effectively manage end-to-end escalation processes, driving fast and accurate resolutions for our customers.
    • Lead strategic projects to improve resolution times, customer satisfaction, and increase efficiency.
    • Set and manage support expectations with customers.
  • Escalation Handling
    • Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
    • Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.
  • Collaboration
    • Collaborate with engineering teams and/or operations teams to identify the right technical resource and ensure the right groups are engaged to resolve highly complex customer issues.
    • Develop and maintain relationships with internal teams, partners, and senior leadership.
  • Process Improvement
    • Identify systematic issues and process breakdowns, pushing creative thinking to come up with process improvements and new ways to delight customers.
    • Create an executive summary detailing the customer issue, impact on the business, and status of the resolution, identifying patterns in customer issues and strategies to resolve reoccurring issues.

Requirements

  • 2+ years of customer service, technology industry, or related experience.
  • Bachelor's degree in technology, business, or equivalent field.
  • Excellent relationship management, customer service, and communication skills in various forms.
  • Strong Portuguese written and verbal communication skills.
  • Strong English written and verbal communication skills.
  • Understanding of reactive case lifecycle and troubleshooting methodology.
  • Strong judgment, decision-making skills, and ability to work under continual deadline pressure.
  • Excellent at multi-tasking, task prioritization, and time management.
  • Collaborative team player with strong stakeholder management skills.

Preferred Qualifications

  • Customer Service Management experience in an IT-related environment.
  • Familiarity with Microsoft products/services.
  • Information Technology Infrastructure Library (ITIL) Certification.