Customer Service Manager (FinTech / Cryptocurrency) Job at Black Pen Recruitment

Black Pen Recruitment - Our client is Africa’s portal into the crypto economy. They are building a financial structure that is centralised in crypto exchange, a lending platform, an NFT marketplace, and other products to fully bring Sub-Saharan Africa into the new world of decentralised finance, ownership, and creativity.

With the backing of premier crypto investors and Silicon Valley VC firms, they are now structuring the introduction of their first product set to our launch markets, which are in Kenya and Nigeria. An empowered, dynamic, knowledgeable, and precise ecosystem is core to their adoption efforts, with only the strongest advocate ecosystem in the region can orchestrate the complete crypto-transformation of Africa.

They are recruiting to fill the position below:

Job Position: Customer Service Manager (FinTech / Cryptocurrency)

Job Location: Lagos
Employment Type: Full-time

Responsibilities

• Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• Report to higher management on a regular basis
• Stay informed on the latest industry techniques and methods.

Requirements

• Bachelor’s Degree in Business Administration or relevant field.
• 2+ years of proven experience as a Customer Service Manager.
• Proven experience in building and scaling a Customer Service team across Africa.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written, verbal and reporting communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

Note: Please submit your CV in English.