Customer Service Manager (FinTech / Cryptocurrency) at Black Pen Recruitment

Responsibilities

• Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• Report to higher management on a regular basis
• Stay informed on the latest industry techniques and methods.

Requirements

• Bachelor’s Degree in Business Administration or relevant field.
• 2+ years of proven experience as a Customer Service Manager.
• Proven experience in building and scaling a Customer Service team across Africa.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written, verbal and reporting communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.