As the Customer Support Manager at American Express, you will play a crucial role in leading and managing a team of remote customer support representatives to ensure exceptional customer service and satisfaction. This part-time position offers a unique opportunity to work remotely from Phoenix, Arizona, US, with a seniority level of Mid-to-Senior and requiring a minimum of 8 years of experience in customer support or a related field.
Responsibilities:- Manage and oversee a team of remote customer support representatives, providing support, guidance, and mentorship to ensure high-quality customer service.- Develop and implement strategies to improve overall customer satisfaction and retention rates.- Monitor performance metrics and KPIs to track team performance and identify areas for improvement.- Handle escalated customer issues and complaints, resolving them in a timely and professional manner.- Collaborate with other departments to coordinate cross-functional initiatives and projects.- Conduct regular one-on-one meetings with team members to provide feedback, coaching, and performance evaluations.- Stay up-to-date on industry trends and best practices in customer support to continuously improve processes and procedures.
Requirements:- 8+ years of experience in customer support or a related field.- Strong leadership skills with the ability to motivate and inspire a team.- Excellent communication and interpersonal skills.- High level of emotional intelligence and problem-solving abilities.- Proven track record of meeting and exceeding customer service goals and objectives.- Proficiency in customer support software and tools.- Bachelor's degree in business or a related field preferred.
Personality Traits:- Motivated: A self-starter who is driven to succeed and constantly seeks new opportunities for growth.- Energetic: A dynamic and enthusiastic individual who brings a positive attitude to the team.
Soft Skills:- Emotional Intelligence: Ability to understand and regulate emotions to effectively communicate with and support customers.- Problem-Solving: Strong analytical skills to identify and resolve complex customer issues.
Benefits:- Joining Bonus: A one-time bonus upon joining the company.- Company Transportation: Reimbursement for transportation expenses related to work.- Free Food: Access to complimentary meals during work hours.
Working Environment:- We prioritize work-life balance and employee well-being, offering flexible work hours and remote work options to support our team members.
Equal Opportunity Statement:American Express is an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.
Deadline to Apply: ********
Join American Express as a Customer Support Manager and take your career to the next level in a supportive and dynamic work environment. Apply now and make a difference in the world of customer service.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
