Jabra Support and Services Supervisor
Bangalore, India
Would you like the opportunity to work closely with high-performing teams in India？
Do you thrive in an environment which values autonomy, ownership and creativity？
Jabra India is currently on a look out for an exceptional Team Leader to join our Jabra Team. As part of the Product Support Team, the Support and Services Supervisor will be tasked with delivering results that make a significant contribution to a department and project delivery.
Responsible for delivering operational plans and setting day-to-day team objectives. Resolves day-to-day issues/escalation points. Work in an environment of continuous improvement to capture and resolve tier 1 customer issues, questions and suggestions. Empower Jabra customers to maximize the use of our products through education and awareness.
You will get your hand on the following exciting tasks:
· Sets tone and direction for a team
· Develop and maintain a technically strong and motivated team to support all regional and global goals and objectives
· Manage the day-to-day activities of their team
· Ensure that staffing levels and scheduling is appropriate for meeting department service level goals
· Work as a team to deliver exceptional Customer Experiences in each support interaction
· Develop strong relationships with customers and create Jabra brand awareness
· Work with other regions to seek assistance and provide help to other regions when needed
· Work with regional aftermarket services sites on warranty concerns
· Conducts specialty projects and performs other related duties as assigned by Support Manager
· Coordinate departmental activities with other departments to ensure organizational effectiveness and ensure customer satisfaction
· Create and deliver department Monthly Business Review to select Support and Services Departments and applicable HQ functions
· Ensure that all employee performance reviews are created and delivered on time
· Actively participates in customer escalations when needed to insure a positive outcome
· Ensure proper escalation process is followed
· Work with Manager and applicable Support and Services departments to develop contact center processes and business practices that align with business strategy
The following are the minimum requirements:
Education requirements:
· Bachelor’s in information technology or relevant diploma
Professional requirements/experience:
· 10+ years of customer service experience, ideally in the telecom or high-tech consumer electronics industries
· 4+ years of experience as a Customer Support Supervisor/Manager or similar role supporting B2C/B2B customers in India within a high contact support center
· Familiarity with Jabra products and hi-tech audio/video solutions is a plus
· Experience using help desk software, various softphones, videoconference solutions and remote support tools
· Experience with different brand cellphones, apps, and Bluetooth technology
· Experienced and effective in conflict resolution and relationship management
· Proficiency with Microsoft Office applications
· Experience with CRM systems
· Excellent communication skills – both verbal and written in English and Hindi
Personal characteristics:
· Excellent Communication Skills
· Strong customer focus and ability to deliver phenomenal Jabra customer experiences
· Ability to work with diverse customer types
· Proven ability to communicate complex technical problems in a human tone and customer friendly language
· Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers
· Desire to continually learn, adapt and work in a fun, fast-paced environment
· Independent decision-making: resourceful; good problem solving; ability to think fast while on a call with a customer; ability to balance the immediate need with the big/ longer term picture.
Please Join Us to Make the World Sounds Better!
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