Business Intelligence: Handling all needs related to CRM and data analysis.
Participant Digital Journey: Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.
Classroom Digital Experience: Handling participants' digital experience during sessions, whether in person, hybrid, or online. Audiovisual services will be included in this unit.
Technology Services: This large group brings together all tech services that support school operations. It is organized into these teams:
This team will handle systems, cybersecurity services, and telco.This team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.Customer Support: Executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.
Requirements & Skills: Proven working experience as a Customer Service Manager.Experience in providing customer service support.Excellent knowledge of management methods and techniques.Working knowledge of customer service software, databases, and tools.Ability to think strategically and to lead.Strong client-facing and communication skills.Advanced troubleshooting and multi-tasking skills.Customer service orientation.Proficiency in English.Availability to travel occasionally.Responsibilities: Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS, converting the actual service into a new proactive service.Guiding the user across platforms, incidents, and requests.Continuously improves IT support in partnership with internal staff / outsourced.Directs the workplace team, responsible for release coordination, end-user communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.Improves customer service experience and creates engaged customers.Takes ownership of customer issues and follows problems through to resolution.Sets a clear mission and deploys strategies focused towards that mission.Develops service procedures, policies, and standards.Keeps accurate records and documents customer service actions and discussions.Analyzes statistics and compiles accurate reports.Recruits, mentors, and develops customer service agents and nurtures an environment where they can excel through encouragement and empowerment.Controls resources and utilizes assets to achieve qualitative and quantitative targets.Adheres to and manages the approved budget.Maintains an orderly workflow according to priorities.
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