Customer Support Manager Job at FairMoney

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Position: Customer Support Manager

Job Location: Abuja
Job Type: Full time
Department: Operations

Roles and Responsibilities

• Supervise and coordinate the daily operations of the customer support team
• Produce timely reports of activities
• Through focused analysis and monitoring, provide insights to management on customer behavior and feedback
• Ensure CSAT and NPS ratings are improved
• Manage the customer's 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
• 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
• 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 8 years of experience in Customer Services or Contact Centre roles
• Customer Engagement and Relationship Management
• Crisis Management
• Time Management
• Good Communication
• Team leadership
• Emotional Intelligence (Self-Control)

Benefits

• Private Health Insurance
• Pension Plan
• Work From Home
• Paid Time Off
• 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