The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team, ensuring efficient and effective resolution of customer inquiries and issues
Job Summary
The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team, ensuring efficient and effective resolution of customer inquiries and issues.
This role is crucial in ensuring high-quality service delivery, adherence to service level agreements (SLAs), operational KPIs, and continuous improvement in customer care processes.
Success in this role requires building strong collaboration with Hospitality managers, including Commercial, Product, R&D, Technical Operations, Legal, and Regional Customer Delivery Services.
Matching Summary
The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team, ensuring efficient and effective resolution of customer inquiries and issues.
Skills & Requirements
Must-have
Level 1 customer support team management
Service Level Agreement (SLA) adherence
Operational Key Performance Indicators (KPIs)
Customer satisfaction monitoring
Process optimization
Budget management
Nice-to-have
Customer centric approach
Problem solving positive attitude
Collaboration with R&D and Product
Employee engagement and development
Talent management and retention
Key Requirements
10+ years in operations management
Experience in support and service functions
Degree in business administration, operations management, engineering, IT or related field