Customer Support Manager - Sydney, Australia - GBG

Description

About GBG
GBG is the leading expert in global digital identity.

We combine our powerful technology, the most accurate data coverage and our talented team to deliver award-winning location intelligence, identity verification and fraud prevention solutions.

With over 30 years' experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

(with the 95% of our team members that recommend us as a great place to work)

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

The team
The APAC Customer Support Team is responsible for providing GBG's customers with technical support with our products.

With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG's Vision through the provision of excellent customer service.

The role

The Customer Support Manager, APAC establishes and oversees the adoption of support team's vision, goals and objectives at all levels.

This is inclusive of L1, L2 and Service Management functions.

He/she balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing business expectations.

The Customer Support Manager, APAC oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

What you will do

• Overseeing daily operations of end to end support services
• L1, L2 and Service Management for APAC region
• Leading the team and creating a strong customercentric culture which achieve business goals and objectives
• Recruiting, mentoring and developing customer support team and nurture an environment where they can excel through encouragement and empowerment
• Managing internal and external stakeholder relations and provide regular updates of support operations
• Managing partners and suppliers to ensure support services are received/delivered based on agreed SLA
• Planning, evaluating and optimizing operations to be efficient and costeffective
• Dealing with escalated customer issues arising from operations and collaborate with other departments
• Utilize customer insights and root cause analytics to identify companywide improvements and present to key stakeholders

Requirements:


Skills:

• Proven leader with a track record of success and significant experience in a fastpaced organization leading customer support team.
• Strong customerfacing and communication skills
• Experience in stakeholder management
• People management experience with data around improving performance and satisfaction improvement
• Experience in regional role with sensitivity of 24x7 service needs and cultural drivers of success
• To success in the Customer Support Manager role, you will need to have the ability to work effectively and cooperatively with senior stakeholders across all functions and regions
• Ability to think strategically and to lead

Behaviours:

• Leading and deciding: takes ownership of both team and customer issues and drives them through to resolution
• Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
• Organizing and executing: Organized, a good multitasker and able to work independently to targets
• Delivers results for customers, key stakeholders and the business

Behaviours we like to see

Benefits
We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life.

Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more


Next steps

If you're interested, please apply We're looking to hire the best and most engaged people into our business and we'll make an offer once we've found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender, race, religion, sexual orientation, parental status or disability.

Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you requ