Manager, Customer Service at Pagatech Limited

ABOUT THE ROLE

We are looking for an experienced and innovative Customer Service Manager to be part of our Customer Experience team. In this dynamic role, you will be supporting Paga’s ambition to grow globally and you will assist in the development and execution of customer support strategies to improve customer retention, satisfaction and overall experience. The ideal candidate will be well-versed in customer service best practice, contact center management, and capable of driving service improvements across customer touchpoints. You will report to the Head of Customer Experience

JOB SUMMARY

Directly responsible for providing excellent customer service & support and promotes this idea throughout the organisation. You will also provide leadership daily to the operations of our multi-channel Contact Center. Leading multiple customer-facing teams across several customer interaction channels (Voice and non-voice).

ROLES AND RESPONSIBILITIES

Customer Care Strategy

• Drive and implement the overall vision, strategy and 5-year plan for the Unit.
• Work with all departments to ensure exceptional customer service standards and processes are embedded and maintained across our customer service operations.
• Make significant contributions to the corporate strategy, enhance customer relationships, deepen loyalty, and consistently meet organizational goals and oversee daily operations.
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards advising on best practice from a customer perspective
• Support other teams in problem-solving and address escalated internal and external customer issues in a responsive, timely, and accurate manner.

People & Leadership

• Provide leadership and direction to the contact center frontline and back office teams
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Contact Center Operations

• Establish and maintain a professional support culture within the organisation while ensuring that customers and prospective customers are treated with the highest levels of courtesy and professionalism.
• Responsible for overseeing and improving the contact center and back-office operations.
• Act as a second level escalation point for issues beyond CSRs’ sphere of control 
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Promptly escalate issues that affect effective and efficient customer service
• Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations 
• Daily monitoring of individual’s and team key performance indicators.
• Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
• Assist with coaching / training of the Contact Centre Representatives to ensure that they achieve or exceed CX expectations.
• Collate feedback as regards processes and policies that alienate customer and share with the line manager.
• Ensure the timely and accurate communication and dissemination of relevant information to the team.

Workforce Management & Reporting

• Provides guidance and direction on workforce strategies to enhance performance and productivity
• Prepare/compile agreed periodic activity and performance reports
• Employ best practices, strong data analysis and driving effective contact center operation.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Performance management:

• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Ensure timely and adequate frequency in evaluating and managing individual and team
• Owning and driving performance metrics with the team, to include the use of a Quality Assurance program.

EDUCATION AND EXPERIENCE

• Bachelor’s degree or its equivalent in any relative field..
• 5+ years of relevant customer service team management work experience.
• Experience with call Centre operations and metrics
• Experience managing multiple customer interaction channels (voice and non-voice)
• People management experience in a similar capacity
• Previous experience working in a contact center environment or BPO setup
• Very comfortable with CRM tools and data.
• Proven experience in delivering customer-focused solutions based on customer needs and a proven desire in finding innovative ways to continually improve the service delivered to customers.
• Experience working within an environment of adoption of new processes/policies and/or consistent product change.
• Experience working within Financial Services/Fintech/Technology/Telecoms industry with an understanding of the process and/or end-to-end customer success journeys.

KEY COMPETENCIES

• Customer obsessed and have significant experience building and nurturing customer relationships.
• Strong interpersonal and excellent communication skills both in written and oral.
• Strong analytical skills with the ability to analyze customer data, insights, and feedback to inform strategies and initiatives.
• Excellent communication and presentations skills, with the ability to effectively communicate with cross-functional teams and stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Strong problem-solving skills and ability to develop creative solutions to engage and retain customers.
• Integrity and high personal ethical standards