ABOUT US

At PhoneBox, we’re transforming the telecommunications experience by providing top-tier mobility and home internet services. As a dynamic company dedicated to enhancing customer satisfaction and operational efficiency, we’re looking for talented individuals to join our fast-growing team. If you’re passionate about delivering excellent support and ensuring smooth operational processes, we want to hear from you.

JOB SUMMARY

We are seeking an Assistant Manager - Client Support to assist in the management of customer support and operational functions. This role will work closely with the leadership team to streamline processes, ensure top-tier customer service, and support the efficient operation of PhoneBox’s services. You will play a key role in maintaining high levels of customer satisfaction while optimizing internal operations.

QUALIFICATIONS:

• 2+ years of experience in a support or operations management role (preferably in telecom, tech, or customer service industries).
• Strong leadership, communication, and interpersonal skills with a proven ability to manage teams.
• Ability to handle complex customer issues and resolve them effectively under pressure.
• Familiarity with customer support software and CRM tools is a bonus.
• Analytical mindset with experience in performance tracking and reporting.
• Strong problem-solving skills and attention to detail.
• Knowledge of telecom services and industry best practices is a plus.

• Assist in overseeing daily support and operational activities, ensuring smooth and efficient service delivery.
• Provide leadership and guidance to the support team, ensuring they meet and exceed customer satisfaction targets.
• Collaborate with various departments (Sales, IT, Project) to ensure operational processes are efficient and aligned with business objectives.
• Handle escalated customer inquiries and issues, providing timely and effective resolutions.
• Monitor and analyze operational performance metrics to identify areas for improvement and implement solutions.
• Develop and maintain operational documentation, including SOPs (Standard Operating Procedures), to ensure consistency and efficiency.
• Support in the development and training of new team members, fostering a collaborative and high-performance team culture.
• Assist in reporting on performance, trends, and issues to senior management.
• Contribute to process improvements to enhance operational workflows, service delivery, and overall customer experience.
• Participate in team meetings, share feedback, and assist in ongoing projects assigned by the manager.
• Assist with retail store operations to ensure consistent service standards.