The Customer Support Manager is responsible for managing the customer support team, providing mentorship, leadership and guidance to the team.

Responsibilities:

• Develop capability and motivate internal staff to support the delivery of projects and strategy.

• Review and assess training plans for each team member.

• Present data, recommendations to stakeholders, (including SMT and Directors) gain commitment and implement. measurable customer experience.

• Identify and implement support process improvements.

• Understand customer needs through their journey, from first contact to pre-sales to ongoing and after-sales support.

• Manage first contact with prospective customers by evaluating their potential ongoing needs and then either introducing them to the products and services or sharing qualified leads with the relevant colleagues.

• Monitor and report support metrics (response times, resolution times, satisfaction scores).

• Encourage and convert customers to our online portal.

• Ensure quality of advice given to customers is excellent regarding technical issues.

• Work with sales, technical support, marketing, and product teams to ensure a cohesive customer experience.

Essential Requirement:

• Bachelor's degree in Business Management, Marketing, understanding of energy and automation products and markets.

• 5+ years of experience in customer support management and call centres.

• Minimum 3 years experience in the industrial electrical field preferably within a distribution environment

• Previous experience in a comparable customer service role in the electrical or industrial automation industry.