IT Customer Support Manager
7 days ago
**Job Description: Customer Support Manager at YesAgain**
**Position Title**: Customer Support Manager
**Location**: Sharjah Airport Free Zone (SAIF Zone), UAE
**Company**: YesAgain
**About YesAgain**
YesAgain is a global leader in sustainable technology refurbishment, specializing in Apple MacBooks and other electronic devices. Operating from our Sharjah Airport Free Zone facility, we handle e-commerce orders for our UK and French teams, ensuring exceptional quality and customer satisfaction. With a commitment to sustainability and innovation, YesAgain is setting industry benchmarks in refurbishment excellence.
**Role Overview**
**Key Responsibilities**
- **Team Leadership and Management**:
- Manage and lead the customer support team, ensuring high levels of productivity and customer satisfaction.
- Train, mentor, and motivate team members to provide exceptional support.
- Set performance targets and monitor team performance against KPIs.
- **Customer Support Operations**:
- Oversee all customer interactions, ensuring timely and accurate resolution of inquiries and issues.
- Develop and implement strategies to improve response times and service quality.
- Handle escalated cases, providing advanced troubleshooting and resolution for complex technical issues.
- **Technical Support Expertise**:
- Provide guidance and training to the team on laptop troubleshooting, including hardware and software issues.
- Maintain up-to-date knowledge of YesAgain’s products and processes to ensure accurate customer support.
- **Process Development and Improvement**:
- Develop and refine customer support workflows and SOPs to optimize efficiency and consistency.
- Implement tools and systems to track customer interactions and identify areas for improvement.
- Regularly analyze customer feedback and support metrics to identify recurring issues and recommend solutions.
- **Collaboration and Communication**:
- Work closely with the UK and French teams to ensure seamless support for e-commerce orders.
- Coordinate with production, quality assurance, and operations teams to address product-related issues.
- Provide regular updates to senior management on customer support performance and trends.
- **Customer Experience Focus**:
- Ensure a customer-centric approach across all support activities.
- Develop initiatives to improve customer satisfaction and loyalty.
- Create and implement strategies to reduce return rates and enhance the overall customer experience.
- **Reporting and Analytics**:
- Prepare and present regular reports on customer support performance, including response times, resolution rates, and satisfaction scores.
- Use data insights to drive continuous improvement in customer support operations.
**Qualifications and Skills**
- Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
- Minimum 5 years of experience in customer support, with at least 2 years in a managerial role.
- Strong technical knowledge of laptops, particularly Apple MacBooks, including troubleshooting hardware and software issues.
- Excellent leadership and team management skills, with the ability to inspire and guide a team.
- Exceptional communication skills, both written and verbal, with fluency in English.
- Proficiency in using CRM tools, ticketing systems, and analytics software.
- Experience working in e-commerce or a related field is a plus.
- Ability to handle challenging situations with professionalism and problem-solving skills.
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