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Manager, Global Customer Service 🔥


Responsible for the day-to-day operations within the Nautical Systems Global Customer Service (NSGCS) staff to provide high service quality and client satisfaction. Understands and executes service delivery to meet service level agreement goals. Ensures that staff has all necessary tools, training, and information needed to provide technical support to end-users of the organization. Takes an active role in developing strong relationships within the ABS Organization and with external clients. Interacts with teams responsible for installation/implementation to ensure client expectations are met. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks, leads and directs the work of others and enforces the policies and procedures to ensure service delivery.



Job Duties/Roles

  • Ensure that SLAs are met, at a personal and contract level, for calls, tickets, and other deliverables.
  • Managing the KPIs, priorities, and day-to-day activities of the Support
  • Provide reports, updates and feedback on customer status and product analysis
  • Research and propose new technology, techniques and strategies for improving service delivery and customer satisfaction.
  • Make reports and presentations to Nautical Systems upper management, internal team members and the external user community.
  • To provide a link in order that effective communication with both internal and external clients is carried out on client support and service delivery matters.
  • Document, track and monitor problems on client support and service delivery to ensure resolution in a timely manner and tasks set to the appropriate priority levels.
  • Stay actively informed of the business activities, product and service capabilities to enhance client support, service delivery and business operations.
  • May serve as Customer Success Manager to designated customers and monitors the performance of work done for them to ensure quality service.
  • Selects and supervises staff; Developing and achieving Support goals and objectives that align with the corporate vision
  • Serving as an escalation point for customers that are not satisfied with their experience
  • Coordinating with colleagues in global offices to facilitate a smooth and consistent 24x7 customer support experience
  • Designing and executing improved support processes and communication channels
  • Ensuring targeted service and performance standards are achieved or exceeded
  • Analyzing customer experience patterns and trends and providing data-driven feedback to the executive management team and key organization stakeholders
  • Determining overall customer satisfaction levels and identifying ways improve those levels
  • Improving department hiring and on-boarding practices
  • Coordinating cross-department initiatives designed to optimize customer service and improve customer satisfaction
  • Establishing and managing communication channels within and among departments including coordination of cross-departmental initiatives designed to optimize customer service and improve customer satisfaction



  • Knowledge, Skills And Abilities Required (KSAR)

    • The management skills to organize, plan and direct the work activities of other professional employees.
    • Capable of managing multiple priorities through the development of project plans and project management.
    • Driven to solve problems quickly and keep things moving efficiently and effectively
    • Exceptional interpersonal and communication (both written and verbal) skills. Experience communicating with both technical and non-technical stakeholders across multiple teams
    • Data analysis and modeling.
    • Must be able to work independently and in a team environment with little supervision.
    • Needs to be familiar with the ABS Health, Safety, Quality & Environmental Management System.



    Minimum Years Of Experience



    At least 10 years of experience in the field or in a related area. Extensive knowledge of the Nautical Systems issue tracking process and software toolsets for help desk and monitoring of service elements.



    Required/Preferred Education Requirements



    A Bachelor’s degree or recognized equivalent in an appropriate technical discipline is preferred; extensive business experience and previous management experience in the marine industry is required



    ABS Group is proud to be an equal opportunity employer (EEO Employer/Vet/Disabled).



    Company: ABS Consulting



    Primary Location



    United States of America-TX-Houston



    Work Locations



    Houston, TX



    Job



    Business Development



    Organization



    NS-US-G&A Op Support



    Schedule



    Full-time



    Job Posting



    Mar 11, 2020, 2:52:14 PM

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