Customer Support Executive

The Customer Support role at Ibex is a critical position focused on ensuring exceptional service and support to our clients while leading a large team of 100 individuals. This role requires a seasoned professional with a strong foundation in communication and active listening skills. The ideal candidate will manage day-to-day operations of the customer support team, driving performance excellence and enhancing customer satisfaction. A background in the banking industry is highly advantageous, as it will facilitate a deeper understanding of our client's needs and expectations. The successful candidate will guide the team toward achieving its objectives, instilling a culture of continuous improvement, efficiency, and customer-first mindset throughout the department.

Responsibilities

Manage and oversee the daily operations of the customer support team, including performance metrics and workflow management to ensure high-quality service delivery.
Conduct regular training sessions and workshops to enhance team members' communication and active listening skills.
Monitor team performance using key performance indicators (KPIs) to identify areas for improvement and implement relevant strategies.
Resolve escalated customer complaints and inquiries in a timely and effective manner to ensure positive outcomes.
Develop and maintain strong relationships with clients, actively seeking feedback to improve service offerings.
Collaborate with other departments to facilitate smooth processes and address customer needs across the organization.
Create and implement efficient protocols for handling customer inquiries and issues, ensuring consistent follow-up and resolution.
Encourage and maintain a high level of employee engagement and satisfaction within the team, fostering a culture of respect and teamwork.
Analyze customer feedback and data to identify trends, providing actionable insights to senior management for strategic decision-making.
Stay current with industry best practices and emerging trends in customer service to continually enhance team performance.