Job Description

Job Title: Support Service Team Leader

Brief Summary

We are seeking an experienced and skilled Support Service Team Leader to join our team. The successful candidate will be responsible for leading and managing a team of support staff, providing high-quality support services to our customers, and ensuring that our operations run smoothly and efficiently. The ideal candidate will have excellent leadership and communication skills, with the ability to motivate and guide their team to achieve exceptional results.

Key Responsibilities

• Lead and manage a team of support staff, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to deliver high-quality support services.
• Develop and implement processes and procedures to ensure that support services are delivered efficiently and effectively, and that customer needs are met.
• Monitor and evaluate the performance of the support team, identifying areas for improvement and implementing changes as needed.
• Collaborate with other departments to ensure that support services are aligned with business objectives and that customer needs are met.
• Provide excellent customer service, responding to customer inquiries and resolving issues in a timely and professional manner.

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field from a recognized Ethiopian university.
• Minimum of 3 years of experience in a leadership or management role, preferably in a customer-facing environment.
• Proven track record of leading and managing high-performing teams, with experience in coaching, mentoring, and developing staff.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to work effectively with customers, staff, and other stakeholders.
• Strong analytical and organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint, and experience with customer relationship management (CRM) software.
• Fluency in Amharic and English, with excellent written and verbal communication skills.