Johnson Controls
Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
Lead Customer Support
Lead a team of 8-10 in customer support, managing operations, ERP tools, and performance.
Job Highlights
About the Role
The role leads the Key Accounts team of eight to ten members, overseeing day‑to‑day back‑office operations and ensuring contractual SLA fulfillment. It involves coordinating with on‑shore teams, managing workload, coaching staff, and driving performance improvements. • Lead and manage a Key Accounts team of 8‑10 employees, ensuring SLA compliance • Coordinate with on‑shore teams, stakeholders, and other departments to resolve tasks • Conduct periodic ERP and internal audits to maintain system health • Execute and validate documentation, identify process gaps, and contribute to the systems library • Provide system training and support hardware/software upgrades • Coach team members, deliver timely feedback, and motivate high performance • Manage workload, absenteeism, and attrition while adhering to company policies and ISO standards
Key Responsibilities
- ▸sla management
- ▸team leadership
- ▸erp audits
- ▸system training
- ▸hardware upgrades
- ▸process improvement
What You Bring
Candidates must be fluent in English, have excellent typing speed, and hold a graduation diploma or equivalent. Four to five years of BPO or customer‑support experience, strong leadership, analytical knowledge, and proficiency with ERP tools, SFDC.com, and MS Office are required. Preferred applicants have a background handling client emails, resolving queries, and possess strong communication and interpersonal skills. They should be patient, a good team player, able to multitask, work shifts as needed, and comply with ISO protocols and company policies. • Required: English fluency, excellent typing speed, graduation/Diploma, 4‑5 years BPO/customer‑support experience • Proficient with ERP tools, SFDC.com, and MS Office; strong analytical and leadership skills • Preferred: experience handling client email communications, strong interpersonal skills, patience, ability to multitask, and willingness to work shift schedules
Requirements
- ▸english
- ▸graduation
- ▸bpo experience
- ▸erp
- ▸sfdc
- ▸ms office
Benefits
The organization promotes a culture that supports physical, financial, and emotional wellbeing, encouraging employee voices and ideas. Employees benefit from cross‑training, collaborative teams, and a focus on safety through the Zero Harm policy. The position offers a competitive salary, paid vacation, holidays, sick time, and on‑the‑job training opportunities. The work environment is encouraging, collaborative, and dedicated to professional growth. • Competitive salary with paid vacation, holidays, and sick leave • On‑the‑job and cross‑training opportunities in a collaborative team environment
Work Environment
Office Full-Time