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Support Manager

3 miesięcy temu

Katowice, śląskie, Polska Shiji Group Pełny etat
Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.


Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.


Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.


Job Description

Responsible for maintaining consumer satisfaction through problem-solving and providing leadership to support teams, ensuring that they are constantly providing the best in-class customer services.


Drives and delivers key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service.


Responsible for providing strategic leadership, building, management, and development of the support area, having a strong focus on the American market, with lesser to the European one.


Key Areas of Responsibility:

  • The role will direct line management of Level 1 and 2 support and liaise with 1-3rd level support internally and internationally in line with customer SLA
  • Team management including hiring, onboarding, training, and ongoing team management
  • Promotes and manages process of continuous improvement
  • Creates and maintains a positive team environment that displays high levels of team spirit, motivation, and strong work ethics
  • Manages and participates in the escalation and resolution of major incidents with Priority 1 and 2 categorizations by liaising and communicating with various departments internally and externally as well as customers to ensure successful timely resolution
  • Analyses data to determine customer service levels and provides reporting and strategic recommendations
  • Managing the timely resolution of tickets with various teams
  • Managing support reporting to specific customer accounts and management
  • Creates and maintains a healthy and current knowledge base for the team
  • Ensures continued customer focus, enhancing and increasing productivity through the introduction and /or changes to the operations policies procedures, technology and / or tools
  • Develops strategy and plans to successfully implement scalability plans, operational policies and achieve business objectives where directed
  • Providing guidance and leadership for problems and questions
  • Perform other related duties as assigned


Qualifications
  • Must have minimum 2 years work experience in hospitality
  • Preffered degree in Business Administration
  • At least 5 years working experience in fast paced competitive global environment
  • Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
  • Should have specifically managed (or worked in) support/customer service teams for a minimum of 3 years


Applicable Competencies:

  • Exceptional English verbal and written communication skills
  • Proficient in working with data and forming actionable insights
  • High soft skills in listening and communication
  • Excellent problem-solving skills
  • Creative and strategic thinker
  • Self-starter and highly self-motivated
  • Ability to work and thrive in a multi-tasked and fast-paced environment.
  • Professional, have a positive “get it done” attitude and a strong work ethic
  • Strong analytical, organizational, communication and people skills
  • Ability to adapt quickly to new technologies, products, and procedure
  • Ability to maintain calm under pressure and tolerate stress


Additional Information

What benefits do we offer?


Health & Safety

  • Private medical care with dentists package for you and your family - Medicover
  • Group life insurance for you and your partner - UNUM
  • Multisport card included in the MyBenefit package

Working conditions & Development

  • Dell laptop, keyboard, mouse, wireless headphones and monitor
  • 40h for development during work time
  • Free access to group language lessons
  • Udemy platform
  • In-house workshops, training sessions or meet-ups

Extras you may like

  • MyBenefit cafeteria and 527 points per month to be used in vouchers
  • Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)
  • Subsidy for the purchase of glasses (300 PLN/year)
  • Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)
  • Chill room with table football & PlayStation
  • Free snacks (every day)