Company Description
Shiji Group Founded in 1998, the aim of Shiji is to become a "big data" application service platform operator. Shiji has become one of the leading manufacturers of hotel information systems, with a variety of recent investments into the European market. Shiji is gradually expanding from hotel to catering and retail industries, becoming the major software supplier to both industries. Shiji has also introduced consulting, IT solutions and data platform services. Meanwhile, Shiji is developing worldwide leading products and technologies aiming for the international market and speeding up its globalization progress. Currently Shiji has more than 50 subsidiaries with more than 3,000 employees worldwide.
Concept Concept, a Shiji Group Brand, is a truly global hospitality technology provider specialising in solutions for the Golf, Spa, Leisure and Resort market. Today, Concept has high-profile clients in nearly 70 countries worldwide, with software available in 15 different languages and a global support network to match.
Our commitment to existing and potential new clients means that the software solutions are continually developed and enhanced to add new features and functionality based on the requirements of many of the worlds leading hotels, clubs and leisure resorts. Concepts open approach to development and integration of products enables every customer deployment to be tailored to their exact requirements. Our 24/7 global support and training network also gives each client piece of mind.
Job Description
A Support Manager will maintaining consumer satisfaction through the provision of problem-solving resources, and providing leadership to the customer support agents, ensuring that they are constantly providing the best in-class customer services. We are looking for a reliable Support Manager that will:
- Be responsible for creating policies and procedures for Support team;
- Ensuring customers receive excellent and consistent service, it is vital that all employees provide the same types of assistance and handle issues in similar manners;
- Participating in the communication with customers, in order to investigate and resolve their problems;
- Analysing support team to establish whether or not all personnel are following the best practices established;
- Weekly/Monthly/Quarterly metric reviews of the entire staff;
- Providing, to the management, metrics information related with the customer support activities;
- Training subordinate and management staff;
- Providing guidance for problems and questions;
- Participating in business meetings.
Qualifications - 3+ years of experience in customer support;
- Mandatory fluent in English (written and spoken);
- Ability to motivate Support Agents in delivery of effective customer support services;
- Adaptable leadership style that will fit different situations and focus individual and group energies on appropriate key objectives;
- Excellent team player with strong interpersonal and relationship-building abilities;
- Capable of liaising with various internal and external stakeholders at different levels in the organization;
- Ability to take ownership of and resolve very complex problems in a way that demonstrates balanced judgment. Develop creative workarounds and solutions for many problems within appropriate timeframes;
- Advanced strategic thinking and decision-making abilities;
- Ability to participate in multiple activities simultaneously and manage a wide variety of tasks with priorities and goals.
Additional Information
WHAT WE OFFER - Being part of a newly founded motivated team across Europe;
- Dynamic, flexible, talented and focused multicultural team seeking more growth;
- Challenging and creative environment with a great deal of freedom, responsibility and the opportunity to help shape the company's future;
- Working in a truly international environment fluency in English is mandatory, a second language is beneficial.
INTERESTED? Looking forward to your application under specification of your possible starting date and salary expectations.