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  • Posted: Jul 3, 2025
    Deadline: Not specified
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    FairMoney is a digital platform in Nigeria that allows you access instant loans in a few minutes through our android app.
    Read more about this company

     

    Cluster Customer Service Manager

    Role and Responsibilities

    • Direct and manage all the customer service activities
    • Direct, manage and monitor the overall performance of the customer services team
    • Effective liaison, support and assistance between customer services department and rest of organisation
    • Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
    • Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
    • Development of plans for customer services activities to include customer management to achieve satisfaction targets
    • Support to all other departments with customer service and related issues
    • Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
    • Reporting (content and format as agreed) on a monthly basis or as otherwise required
    • Developing plans for team activities to include strategy to achieve agreed targets
    • Delegate authority and responsibility to team with supervision, accountability and review
    • Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
    • Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
    • Maintain accurate customer service records
    • Control expenses to meet budgetary controls
    • Adhere to all organisation policies and procedures
    • Interact and co-operate with all members of the organisation, its suppliers and clients/customers

    Requirements

    • 10 years experience in a similar role within a dynamic, technology led business
    • Experienced in leading multiple customer facing teams
    • Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment
    • Demonstrable leadership & change management skills
    • Ability to influence others to get results; including using appropriate standards of business communication (written/verbal)
    • Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts
    • Evidence of working at senior level within a growing business
    • Ability to work both strategically and operationally.
    • Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
    • Strong interest in improving the knowledge & skills of others
    • Excited by the Internet and emerging technologies
    • Adaptable and able to grow with the business

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to FairMoney on jobs.workable.com to apply

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