Customer Service Manager

Job Description

At Eco Holding, we are looking for a motivated and experienced customer support manager to lead our support team and ensure a seamless experience for our users. The ideal candidate will be responsible for overseeing team performance, optimizing support processes, and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Manage, train, and evaluate the support team to ensure high-quality service and effective communication across all customer channels (phone, online, SMS, etc.).
• Handle sensitive customer requests and complaints with professionalism and care.
• Design and improve support processes to enhance efficiency and customer satisfaction.
• Analyze support reports and provide feedback to technical and sales teams.
• Utilize CRM tools and ticketing systems for efficient request management.
• Design and conduct regular customer satisfaction surveys and feedback mechanisms.

Requirements:

• At least 5 years of experience in customer support, including at least 2 years in a managerial role.
• Excellent communication and problem-solving skills.
• Proficiency in CRM.
• Strong teamwork, conflict management, and leadership abilities.

Work Model & Hours at Echo Holding:

• On-Site | Full-time.
• Saturday to Wednesday | 10:00 AM to 18:00; Thursday | 10:30 to 14:00.

Location:

• Tehran | Dolat (Kolahdouz).