Job Details
- Category:
- Customer Service
- Career Level:
- Manager (Manager/Supervisor)
- Experience:
- 6 Years
- Required Qualification:
- Bachelor's degree
- Requires Traveling:
- No
- Salary:
- Salary Not disclosed
- Salary Type:
- Per Month
- Total Vacancies:
- 1
- Skills
Description
Job description
We are hiring a Customer Support Manager responsible for maintaining Quality of Experience (QoE), delivering quality technical support for internal and external clients, and overseeing the Support Desk staff. The role covers Data, GPON and digital services, manages second-level complaint escalations, and ensures staff performance meets KPIs and benchmarks, while adhering to standards and processes for effective customer service.
Key Responsibilities
- Ensure Customer Satisfaction and Quality of Experience (QoE): Maintain and monitor benchmarks to ensure customer satisfaction is consistently high.
- Oversee the team’s response to customer calls and emails, ensuring timely and efficient resolution within the prescribed TAT (turnaround time).
- Review the performance of customer support agents regularly and organize necessary training sessions to enhance their skills.
- Collaborate with NOC, Operations, Planning, and Billing teams to resolve customer issues, ensuring that services are not interrupted.
- Regularly review agent calls to ensure compliance with procedures and quality expectations.
- Implement best practices, new technologies, and automated systems to streamline processes and improve efficiency in customer support operations.
Required Skills
- Proven - years of experience as an Online Technical Support Manager or in a similar role
- Bachelor's degree in Engineering (BE), Computer Science (BS), or an equivalent field
- Experience of working in a Service Provider environment and providing technical support to end customers
- Proficient in MS Office and call center equipment/software programs, etc
- Good basic understanding of (L /L ) routers/switches, and GPON
- Excellent interpersonal, problem-solving, organizational and leadership skills with problem-solving ability
- Should possess ability to interpret technical issues through non-technical description provided by customers/partners/vendors
Job Specification
REDtone Telecommunications is in search of talented and motivated individuals for the post of Manager Technical Customer Support (Telecom) in the field of Customer Service in one of their office located in Karachi - Pakistan. The ideal candidate should have bachelor's degree qualification and atleast 6 years of experience. The position require technical support, gpon, customer satisfaction, customer support, training, noc operations, operations, technical support manager, leadership skills, internet mandatory skills. This is a Full-Time morning shift job.
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