On behalf of our client, a well:MAIN DUTIES AND RESPONSIBILITIESTo manage the Customer Support Department globally.To supervise the T3 Importante empresa division on a project management scale.To develop and maintain KPI's and targets for the department.To develop and maintain procedures and flows between the relevant divisions within the department. From Tier 1:Tier 3.To report to management on the performance and results of the department. KPI, month end and any other reports requested by management.To assign tickets and work to support agents when required and explain tasks and assists in escalated problem resolution.To have a thorough knowledge of the products and services and ensure this knowledge is present within the support team.To serve as an effective liaison between Customer Support and other departments.To conduct regular meetings and solve operational problems with customers, principals and employees.Travel for exhibitions, conferences, training, or customers meetings.To attend Management Reviews.To facilitate the Quality Manager for the most efficient implementation of the ISO:system and the Health and Safety procedures of the groupApproval of the context of the Quality System and of the list ofinterested parties.Responsible for the approval of the risks and opportunities and of the action plans for their addressment of the various companies and departments.Approval of the Quality System changes and of the relevant change management actions.To foster team spirit between staff and across departments and/or other companies within the group and strive to maintaining good internal relationships.To recognize staff development needs, to coach and develop the staff as necessary.To provide regular feedback to the team and work with them on how to react.To recognize and reward individual performance (through the employment of non:monetary rewards too)To plan and follow the budget set for the departmentTo convert support cases in potential sales leads at a best effortCANDIDATE PROFILEHolder of Degree or Certification in Information Systems or Computer ScienceAt least 5 years of previous working experience in Technical Customer ServiceAt least 5 years' experience as Service Desk ManagerFluency in English, both written and verbalExcellent people management and commercial skillsAbility to support, coach, and develop team membersAbility to keep individual team members motivated and mobilisedTeam:playerSelf:sufficientSelf:motivatedResult drivenAstuteCOMPANY BENEFITS13th salaryProvident fundFood allowanceWorking hours:Monday:Friday 08:30:17:30for this position, please to Ioulia Ananikidou, ** quoting the above job reference or call +357 25 342 720 for further information.
