Job brief

We are looking for a experienced and qualified Help desk manager to join our team. You will be responsible for leading our customer support team to provide excellent customer service and resolve all patient related queries and issues.

As a Help desk manager, you should have a good technical background combined with customer

service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality customer support and increase client

satisfaction.

Responsibilities

· Supervise and Manage the help desk team and evaluate performance of your team members

· Ensure customer service is timely and accurate on a daily basis

· Recruit, train and support help desk representatives and technicians

· Set specific customer service standards and evaluate performance of the team

· Contribute to improving customer support by actively responding to queries and handling complaints

· Establish best practices through the entire customer support and grievance redressal process

Brainstorm, prepare and implement processes to ensure speedy resolution of patient queries and complaints

· Follow up with customers to identify areas of improvement

· Develop daily, weekly and monthly reports on help desk team’s productivity

· Provide customer feedback to the appropriate internal teams

Requirements

· Proven work experience as a Help desk manager

· Hands on experience with help desk, call centre and remote access software

· Customer-service oriented with a problem-solving attitude

· Excellent written and verbal communications skills

· Team management skills

· Minimum 5 years’ experience at managing a Customer support/service team at a reputable firm