Manager, Global Customer Service 🔥
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
- 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.
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