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  • Posted: Sep 16, 2022
    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

     

    Customer Support Manager

    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.

    Method of Application

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

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