Support Staff

Imc World Wide seeks a dedicated Support Staff member with at least 10 years of experience to join our team. This role involves overseeing customer service operations and managing a team of 10 individuals to ensure high-quality support and customer satisfaction. The ideal candidate possesses strong interpersonal skills and is committed to delivering effective solutions and maintaining a positive client experience. The Support Staff member coordinates daily support activities and leads the team to address customer inquiries, resolve issues promptly, and foster continuous improvement. The position requires excellent organizational abilities, a proactive approach to problem-solving, and the capability to motivate and guide team members to achieve performance goals.
Responsibilities

Manage a support team of 10 staff members, providing guidance and mentorship to enhance team performance.
Oversee customer service operations to ensure timely and effective resolution of client inquiries and issues.
Develop and implement support policies and procedures that improve operational efficiency and customer satisfaction.
Monitor and evaluate team performance, providing feedback and conducting training sessions as needed.
Collaborate with other departments to streamline support processes and address customer needs comprehensively.
Maintain accurate records of customer interactions, complaints, and resolutions to inform process improvements.
Respond to escalated customer concerns and resolve complex issues with professionalism and empathy.
Ensure compliance with company standards and relevant regulations in all support activities.