Head of Customer Support

SUMMARY:
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POSITION INFO:

Our client within the FinTech space is seeking a Head of Customer Services to join their team in JHB North on a permanent basis. The Head’s core focus will be to bring exceptional customer satisfaction and enhancing user experience through multiple support channels. You will also be tasked to grow the customer service team.

The Key Responsibilities for this Role Include

• Supervision of day-to-day operations in customer services department
• Providing Training to new hires and continuous performance management
• Managing cost and efficiency 
• Troubleshoot customer tech related queries and liaise with technical department
• Manage packing and distribution
• Monitor daily transactions within the system
• Create effective customer service procedures, policies and standards and management thereof
• Assist product development team with customer in mind
• Messaging support using Zendesk and Fresh-Chat

Qualification

• Degree within Business Management, Information Systems or related field

Experience

• 6+ years’ experience managing a team within the customer service industry including messaging support
• 6+ years’ experience in the FinTech / Financial Industry with in-depth understanding of trends and technologies/systems
• Knowledge of KYC Processes and Transaction Monitoring
• Messaging software Zendesk / Fresh-Chat
• Analytical and Systematic

If you are interested in this opportunity, please apply directly.

If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles/positions.