At a Glance
- Tasks: Lead a dynamic Customer Support team to enhance customer satisfaction and resolve issues.
- Company: Join GHX, a leader in healthcare technology and data automation.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Other info: Work in a collaborative culture that values innovation and personal growth.
- Why this job: Make a real impact on patient care and streamline healthcare processes.
- Qualifications: 5-7 years in Customer Support, strong leadership, and excellent communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
The purpose of this role is to support the GHX Customer Support model by managing the local Customer Support team for the relevant markets in Europe or the UK according to GHX customer standards. The Manager Customer Support supports and manages the team in all operational day-to-day business activities. This role partners with other GHX departments, Customer Care teams and customers to facilitate issue resolution and to advance the support processes and operations in order to drive our customer satisfaction and experience. The role has a direct impact on the overall GHX Customer Experience in supporting customers in handling their supply chain.
Key duties:
- Manage and lead the local Customer Support team, supporting them in understanding and managing customer expectations by investigating, analysing and solving customer issues.
- Perform employee performance evaluations, and develop employees by coaching, training, and mentoring.
- Provide management visibility to work progress and risks associated with operational excellence, customer satisfaction and profitability.
- Ensure the team implements efficient, predictable and repeatable methodologies and best practices.
- Conduct capacity and workforce planning and analysis to ensure optimal staff planning levels against a centralized schedule and provide proactive visibility into potential bottlenecks.
- Explore and drive business improvements to ensure efficient work streams.
- Communicate and align with all stakeholders to manage customer risks and issues, and manage any escalations and related solutions with these stakeholders to ensure customer satisfaction.
- Set-up Key Performance Indicators (KPIs) & Strategic Initiatives such as C-SAT, OLA, Processing Timeliness, Knowledge Centered Support (KCS), Major Incident Process and others.
- Act as local escalation point for operational tasks for team members, internal stakeholders and customers.
- Ensure and optimize specific support for Tier 1 customers, e.g. regular status update calls and ad-hoc support calls, process optimization, follow-up training after implementation of new products.
- Provide operational expertise, best practices and performance trends to internal work groups and teams, focused on enhancing current procedures and creating efficiencies.
- Occasional travel to other GHX offices.
Competencies:
- Proficient in the use of Microsoft desktop products.
- Excellent organizational skills with excellent attention to detail, ability to optimize and implement efficient processes.
- Customer-focused and solution orientated.
- Self-motivator and initiative taker, driven, with a desire to improve.
- Able to take initiative to improve team performance.
- Ability to prioritize conflicting demands.
- Stress resilient.
- Ability to convey difficult messages.
- Positive attitude, people-management skills, strong ability to multi-task.
- Strong interpersonal skills with ability to build trustful, constructive and effective relationships.
- Excellent communication skills (English and German), both written and oral.
- Lives the GHX values: Collaborate, Innovate, Inspire and Grow.
Qualifications and Skills:
- Bachelor’s degree in business, or equivalent combination of education and work experience.
- Minimum 5-7 years’ experience in Customer Support within the Technology Sector.
- Comprehensive understanding of Client/Server network structures and data handling.
- Experience in a functional lead role (teams or projects).
- Solid understanding of complex enterprise application environments.
- Minimum 3 – 5 years’ experience with CRM system tools, preferably Salesforce.
Manager Customer Support employer: GHX
GHX is an exceptional employer that prioritises employee growth and development within a collaborative and innovative work culture. With a strong focus on customer satisfaction, employees are empowered to drive meaningful improvements in healthcare supply chains while enjoying competitive benefits and opportunities for professional advancement. Located in Europe, the company fosters a supportive environment where team members can thrive and contribute to impactful solutions in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Manager Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GHX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GHX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GHX:Your cover letter is your chance to shine! Tell us why you want to work at GHX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GHX!
How to prepare for a job interview at GHX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
