Senior Manager - Customer Success at OPay (Opera )

Job Summary

• The Senior Manager is responsible for managing all aspects of the business unit’s customer support and relationship procedures, policies and oversees the implementation of a balanced workflow, tailored towards efficient and high-quality customer service.

Key Responsibilities

• Implement a standard workflow that provides a seamless customer experience to the customers.
• Increase customer loyalty by fostering an efficient customer relationship.
• Manage the customer support associates and ensure that the whole process is being implemented.
• Develop a service measurement process to ensure the workflow and the implemented idea achieve the desired result.
• Implement a well-structured quality assessment procedure that guides the customer success associates towards maintaining the set standard when implementing the ideas.

Requirements

• B.Sc / M.Sc qualification in Mass Communication or any related field.
• A wealth of experience Managing and customer experience and support in FINTECH payment solutions firm preferably
• Minimum of 8 years experience in customer service and at least 3years as a Customer Success/ Support Manager.
• Results-oriented, entrepreneurial, and self-motivating.