Head of Customer Services

SUMMARY:
An innovative company whose core business is that of a digital app is looking for a Head of Customer Services to join their tight knit team. The company features amongst the Top 30 financial apps in South Africa today. This is a chance for you to join a company, ahead of its time and well on their way to becoming the next BIG digital bank in RSA with possible expansion plans into Africa.
The Customer Services department is responsible for ensuring exceptional customer satisfaction and enhancing user experience through multiple support channels.

Purpose of Job
The Head of Customer Support plays a crucial role in ensuring customer satisfaction and enhancing the overall user experience.  They are responsible for the end-to-end management and growth of the customer service team and for enhancing efficiencies and processes within the team.

POSITION INFO:
Key Responsibilities & Accountabilities

• Supervise day-to-day operations in the customer services department including hiring, training, and performance management.
• Weekly preparation of team operations meeting reports to include clear KPIs
• Manage cost and efficiency within the department including workflow and process enhancement.
• Troubleshoot customer tech related queries and liaise with technical department where necessary
• Manage the card allocation team including packing and distribution and ensure it is efficient and cost effective
• Monitor daily transactions within the system and help to identify suspicious transactions.
• Manage and create effective customer service procedures, policies, and standards.
• Work with the product development team to ensure that products and services are designed with the customer in mind.
• Must have experience in messaging support which is the primary channel and how to organize the support channels via messaging software i.e. Zendesk, Fresh-Chat.

• Systematic Approach
• Highly analytical
• People Management
• Autonomy
• Extremely tech savvy in terms of knowledge of various software used within a customer service environment
• Proficient in excel
• Knowledge of KYC processes and transaction monitoring highly preferred
• Excellent communication and interpersonal skills

• Grade 12 or equivalent (Essential)
• Related tertiary degree - Business Management, Information Systems or related field
• 6 to 8 years’ Proven experience in managing a team within customer service including messaging support.
• 6 to 8 years’ Experience in FinTech/Financial industry (highly desirable) with in-depth understanding of trends and technologies/systems