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Global Customer Support Manager

Netafim

Netafim

Customer Service
Magal, Israel
Posted on Thursday, April 25, 2024

Description

We are seeking an experienced and highly motivated Global Customer Support Manager to lead and develop our customer service operations on a global scale. The successful candidate will play a crucial role in building and implementing processes, knowledge systems, and technical support for both global and local teams, ensuring a seamless customer experience. The ideal candidate will have a strong technical background and a deep understanding of IoT devices and agriculture topics

Global Service Strategy:

Develop and execute a comprehensive global customer service strategy that aligns with the company's

objectives, ensuring consistent service delivery and customer satisfaction across all regions.

Team Leadership:

Lead and mentor a diverse team of customer service professionals, both at the global and regional levels, to

provide exceptional support to customers.

Process Development:

Establish and optimize customer service processes, workflows, and standard operating procedures to

improve efficiency and effectiveness in resolving customer inquiries and

issues.

Knowledge Management:

Create and maintain a robust knowledge base that supports customer service teams, ensuring they

have access to up-to-date information and resources needed to assist customers

effectively.

Technical Expertise:

Utilize your technical knowledge to assist customers with complex inquiries related to IoT

technologies, precision agriculture, and our product offerings.

Quality Assurance:

Implement quality control measures to monitor and enhance the quality of customer interactions and

services, including implementation and tracking key performance indicators, as

well as continuous improvement initiatives.

Cross-Functional Collaboration:

Collaborate with product development, sales, and marketing teams to communicate customer

feedback and insights, contributing to product improvements and development.

Global Expansion:

Lead the expansion of our customer service operations into new international markets, adapting strategies

and processes to meet the unique needs of each region.

Training and Development:

Provide training and professional development opportunities for the customer service teams to

enhance their skills and knowledge

Requirements

  • Bachelor's degree in a related field (e.g., Agriculture, Engineering, or Business), Master's degree preferred.
  • Proven experience in a global customer service management role, ideally within the agriculture or IoT devices industry.
  • In-depth knowledge of precision agriculture, IoT technologies, and related topics.
  • Strong technical aptitude and the ability to troubleshoot and understand complex technical issues.
  • Exceptional leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Problem-solving and analytical abilities.
  • Strong project management skills and the ability to execute strategic plans effectively.
  • Proficiency in relevant customer service software and tools.
  • Ability to travel internationally as needed