As the very first member of the Customer Experience Department, the Customer Support & Engagement Supervisor will play a critical role in designing and building the foundation of Dodai’s customer support team. This position is responsible for ensuring smooth customer onboarding, effective troubleshooting for inbound calls, efficient CRM usage, and visibility of all customer inquiries and engagements. The Supervisor will also focus on daily reporting and process improvement in collaboration with other teams, particularly the sales and repair teams.

Duties and Responsibilities

1. Design and Build Customer Support Team:

   • Establish the structure and processes for the customer support team to ensure efficient and effective handling of all customer interactions.

   • Develop and implement onboarding processes for new customers, ensuring a seamless transition and positive first experience.

   • Set up systems and tools for managing customer inquiries, tracking issues, and maintaining clear communication.

   • Justify and provide clear reasoning for the proposed team structure, CRM systems, and processes to ensure they align with Dodai’s strategic goals and operational needs.

2. Customer Support Management:

   • Oversee the day-to-day operations of the customer support function, including troubleshooting inbound calls and managing support tickets.

   • Ensure that all customer inquiries are logged, tracked, and resolved in a timely manner, with full visibility into the status of each case.

   • Build and manage a robust CRM system to track customer interactions, maintain accurate records, and provide insights into customer needs and behavior.

3. Daily Reporting and Process Improvement:

   • Develop and maintain a daily reporting system to track customer support metrics, identify trends, and highlight areas for improvement.

   • Collaborate with the sales and repair teams to ensure a cohesive approach to customer support, addressing any issues that arise promptly and effectively.

   • Continuously refine and improve customer support processes based on feedback, data analysis, and collaboration with other teams.

4. Customer Engagement:

   • Lead the customer engagement efforts, including supporting customers in obtaining number plates and collecting basic customer information during the onboarding process.

   • Develop strategies to foster long-term customer relationships and enhance overall satisfaction.

5. Team Leadership and Development:

   • As the department grows, recruit, train, and mentor new team members to build a high-performing customer support team.

   • Foster a positive and collaborative work environment that encourages continuous learning and development.

Job Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field.

• 6+ years of experience in customer support, customer service, or customer engagement roles, with at least 3 years in a supervisory position.

• Proven experience in building and managing customer support teams.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proficient in using CRM systems and customer support software.

• Ability to analyze data and generate actionable insights.

• Customer-focused mindset with a passion for delivering exceptional service.

• Strong ability to justify and articulate reasoning behind proposed team structures, CRM systems, and processes.

How to Apply

• Register using the following link CLICK HERE