**Job Title:** Remote Support Manager
**Company:** Monde Nissin
**Location:** Quezon City, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
**Job Description:**
Monde Nissin is seeking a dynamic and experienced Remote Support Manager to join our team. In this role, you will be responsible for leading our remote support operations, ensuring that we consistently meet and exceed customer expectations while delivering delightful experiences. As a key member of our organization, you will manage a team of support specialists, drive initiatives to improve service quality, and implement effective remote support strategies.
**Key Responsibilities:**
1. **Team Leadership:**
- Lead and mentor a team of remote support specialists, providing guidance and support to enhance their performance and job satisfaction.
- Conduct regular team meetings to discuss performance metrics, share updates, and promote a customer-centric culture.
2. **Customer Support Strategy:**
- Develop and execute a comprehensive remote support strategy that aligns with Monde Nissin's mission and customer service goals.
- Collaborate with cross-functional teams to address customer needs and identify areas for improvement in service delivery.
3. **Performance Analysis:**
- Monitor and analyze key performance indicators (KPIs) for the remote support team, crafting actionable insights to continually enhance service quality.
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to senior management.
4. **Training and Development:**
- Design and implement training programs for new hires and ongoing development for existing team members to maintain high performance and knowledge of products and services.
- Foster an environment of continuous learning and adaptation within the team.
5. **Process Improvement:**
- Identify and implement process improvements to increase team efficiency and improve the overall customer experience.
- Gather and analyze customer feedback to inform service strategy and ensure responsiveness to customer needs.
6. **Problem Resolution:**
- Handle escalated customer issues, providing timely and effective solutions to ensure customer satisfaction and retention.
- Establish protocols for incident management, ensuring swift resolutions and effective communication throughout the process.
7. **Collaboration and Communication:**
- Work closely with the IT and product teams to troubleshoot technical issues affecting customer support and enhance product offerings.
- Ensure clear and effective communication within the remote support team and with other departments, promoting a cohesive working environment.
8. **Budget Management:**
- Manage department budgets, including travel and spending expenses, ensuring compliance with company policies and effective use of resources.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Information Technology, or a related field.
- **Experience:** A minimum of 6 years of experience in customer support or a related field with at least 3 years in a management or leadership role.
- **Skill Proficiency:**
- Strong demonstrated experience in remote support operations and customer relationship management tools.
- Proficiency in data analysis and reporting tools to measure team performance and customer satisfaction metrics.
- **Personality Traits:**
- Adaptable: Ability to thrive in a fast-paced and dynamic work environment, staying flexible in the face of changing priorities.
- Driven: Self-motivated with a commitment to achieving high performance and exceeding customer expectations.
- **Soft Skills:**
- Excellent communication skills, both verbal and written, with the ability to convey information effectively and empathetically.
- Strong planning and organizational skills, able to manage multiple priorities effectively.
**Benefits:**
- Travel & spending expenses covered.
- Company transportation provided.
- Remote work flexibility to enhance work-life balance.
**Working Environment:**
At Monde Nissin, we prioritize a working environment focused on exceeding customer expectations and delivering delight in every aspect of our service. We value teamwork, innovation, and a customer-first mentality. Join us in our mission to make every customer interaction a memorable and positive experience.
**Application Deadline:** September 28, 2024
**Equal Opportunity Statement:**
Monde Nissin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
