Customer Support Manager at FairMoney

Description

• Supervise and coordinate the daily operations of the customer support team.
• Produce timely reports of activities.
• Escalate any downtime or service failure promptly.
• Coach and train the agents on customer and interaction handling skills.
• Manage the customer support teams, to ensure the services are up and running.
• Through focused analysis and monitoring, provide insights to management on customer behavior and feedback.
• Ensure CSAT and NPS ratings are improved.
• Manage the customers' feedback and provide valuable feedback and recommendations that will aid the business.
• Be up to date with service delivery innovations and trends that will ensure CXD cost management and efficiency.
• Manage and supervise the members of the department to maintain a positive work environment and a motivated team.

Requirements

• A University degree. A Master’s degree is an added advantage.
• A minimum of 6 years of experience in Customer Services or Contact Centre roles.
• Good Communication
• Customer Engagement and Relationship Management.
• Crisis Management
• Time Management
• Team leadership
• Emotional Intelligence (Self-Control)

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Work From Home
• Training & Development

Recruitment Process:

• A screening call with the Recruiter for 30 minutes.
• Technical interview with one of the members of the Operations team for 30-45 minutes.
• Culture fitment interview with the Hiring Manager for 45-60 minutes.