Customer Service Operations Manager

hace 2 semanas


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo
Job Summary

This role involves collaborating with various teams to resolve customer issues, ensuring utmost customer satisfaction and a seamless customer service experience. The position requires efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt resolutions.

Responsibilities

  • Collaborate directly with technical support engineers, quality analysts, and sales staff to promptly resolve customer issues, fostering a cohesive team approach.
  • Maintain meticulous track of open tickets, ensuring timely resolutions across the organization, and proactively communicate progress.
  • Assume responsibility for handling open service requests, implementing effective fixes, and meticulously documenting cases for escalation.
  • Determine root causes of failures to facilitate prompt resolutions and maintain detailed records for future reference.
  • Address customers' technical issues, including product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
  • Interact effectively with customers, company sales, and service representatives, addressing a wide range of pre-sales and post-sales inquiries.
  • Contribute to achieving department goals by making recommendations to management to improve efficiency and effectiveness.

Education & Experience

Recommended: Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.

Typically has 2-4 years of work experience, preferably in telephone support, microcomputer industry, or a related field or an advanced degree with little or no work experience.

Preferred Certifications

NA

Knowledge & Skills

The ideal candidate will possess call center experience, customer inquiries, customer relationship management, customer success management, customer support, data entry, process improvement, SAP applications, technical support, workflow management, and be fluent in English with Excel expertise.

Cross-Org Skills

The successful candidate will demonstrate effective communication, results orientation, learning agility, digital fluency, and customer centricity.

Impact & Scope

This role impacts immediate team members and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

This role responds to routine issues within established guidelines.



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