Head of Customer Success at Waya Multilink

• Maintain a pleasant personality to all guests, clients and partners and provide them with superb customer service experience 

• Manage the customer interactions, queries and complains  

• Implement strategies in acquiring multiple Agents, Aggregators and Key Accounts 

• Manage and supervise Inbound and Outbound customer service 

• Maintain and Manage CRM tools and customer database 

• Have a robust understanding of financial technology, product operations and objectives. 

• Managed wide variety of customer support tasks to resolve customer issues quickly and efficiently 

• Communicate and provide support to the software engineering team, marketing and operations teams with useful customer insight 

• Review and recommend improvements for the customer success department. 

• Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment. 

• Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals 

• Ensure the reception is neat, presentable, and equipped with all the necessary supplies 

• Answer all client questions and incoming calls. 

• Redirect phone calls to the appropriate department and take down messages. 

• Accept all letters and packages, and distribute them to their appropriate departments. 

• Monitor, organize and forward emails. 

• Maintain records and files. 

Requirements 

• 6 years proven work experience as a Head of Customer service or worked in similar role 

• Familiar with CRM tools 

• Good interpersonal skills 

• Good knowledge of customer relations 

• Good conflict resolution skills 

• Ability to multitask 

• Must have lead a team 

• Have good sense of judgment 

• Good managerial skills.