Customer Support Manager

We are looking for a Customer Support Manager to lead and oversee the centralized call center for Pizza Online. The ideal candidate will ensure smooth call center operations, improve customer satisfaction, and enhance service quality across all restaurant branches. They will be responsible for managing the support team, optimizing response times, and maintaining high service standards.

Key Responsibilities:

Lead and manage the centralized call center team, ensuring efficient handling of customer inquiries, complaints, and order-related issues.
Develop and implement customer service policies and procedures to maintain high-quality support.
Monitor call center performance and ensure timely and effective resolutions to customer concerns.
Coordinate with restaurant branches to address operational challenges and improve service standards.
Train and mentor customer support agents to enhance their skills and knowledge.
Analyze customer feedback to identify trends and improve service delivery.
Ensure the use of CRM tools to manage customer interactions efficiently.
Prepare reports and insights for senior management on customer service performance.

Requirements:

Bachelor's degree in Business Administration, Customer Service, or a related field.
Proven experience in managing a call center or customer support team.
Strong leadership and team management skills.
Excellent communication and problem-solving abilities.
Ability to work under pressure and handle high-volume customer interactions.
Proficiency in CRM software and call center operations.