Customer Support Manager - Barcelona, España - IESE Business School

IESE Business School
IESE Business School
Empresa verificada
Barcelona, España

hace 2 semanas

Isabel García

Publicado por:

Isabel García

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Descripción
Business Intelligence. Handling all needs related to CRM and data analysis.

  • Participant Digital Journey. Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.
  • Classroom Digital Experience. Handling participants' digital experience during sessions, whether in person, hybrid or online. Audiovisual services will be included in this unit.
  • Technology Services, this large group brings together all tech services that support school operations.
At the same time, it is organized into these teams:


  • This team will handle systems, cybersecurity services and telco.
  • This team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.
  • Customer Support: executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.

Requirements & Skills

  • Proven working experience as a Customer Service Manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Working knowledge of customer service software, databases and tools.
  • Ability to think strategically and to lead.
  • Strong clientfacing and communication skills.
  • Advanced troubleshooting and multitasking skills.
  • Customer service orientation.
  • Proficiency in English.
  • Availability to travel occasionally.

Responsabilities:


  • Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS. Converting the actual service into a new one proactive service. Guiding de user across platforms, incidents, requests.
  • Continuously improves IT support in partnership with internal staff / outsourced.
  • Directs the workplace team, which is responsible for release coordination, enduser communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.
  • Improve customer service experience, create engaged customers.
  • Take ownership of customers issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyse statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.
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