Summary
Date Posted: Thursday, October 06, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Service Manager
SPENN Technology
About SPENN

SPENN is a revolution. We are disrupting traditional financial systems that are outdated and exclusionary. By digitalizing banking, we are radically improving how millions of people handle their money. And since 2015, SPENN has been on a mission to deliver just that. With a suite of awesome products that span spending, saving, lending, disbursing and more, our platform helps customers get more from their money and we are not done yet.

As we continue our growth, we believe two things are essential to continue our success: our people and our culture. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

Who do we need?
Our Customer Service team is the public face of the company and provides best in class support to all our customers. We are also the internal customer-champions working with the rest of the company to ensure users stay at the forefront of everything SPENN does!

We are looking for a Customer Service Manager to manage the customer service department. Someone to collaborate closely with all departments to make our platform and performance even stronger. A leader who knows how to balance effective people and process management with continuous focus on process improvements.
Up for the challenge? Submit your application now!

What will you do?
• Assist the country manager in human resources activities, strategic planning and implementation of the customer service department development plan.
• Budgeting and forecasting for the customer service department. Measure, monitor and improve key processes within the customer service team.
• Strategic partnership planning meetings and development.
• Customer Service content creation and adaptation, based on specified targets and accepted quality control.
• Providing monthly reports and calls of action for areas in need of improvement as well as project reports and recommending potential services to management by collecting customer information and analyzing customer needs.
• Supervision & management of the call centre operations.
• Ensure the highest quality of work at all stages of the value chain within the customer service department.
• Manually processing customers’ KYC requests based on the set procedures.
• Work closely together with the Country Manager and other departments for planning and overall concept synergy with other departments.
• Align Company goals with our customers and potential partners, to form mutually beneficial relationships.
• Be an active and self-motivated team player.
• Support in hiring and training of Customer Service Agents.
• Ensure safety regulations are adhered to in the department.
• Field support and other related tasks.
• Any other relevant tasks that are initiated by Customer Service & KYC Manager, Country Manager or SPENN staff.


Who are you?
• Bachelor's degree in Business/ Social studies/ commerce or related field from a recognized university.
• A minimum of 5 years of experience in Customer service, commercial or Business Development, and relationship management.
• Business acumen & excellent knowledge in customer service/experience discipline.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
• Understanding of the digital financial services space will be an added advantage.
• Strong understanding of all aspects of customer life cycles and relationship management.
• Back-office customer experience team management.
• Able to handle, prioritize, multiple projects simultaneously
• Highly effective verbal and written communication, presentation and leadership/people management skills.
• Strong analytical and data interpretation skills Leadership skills
• Ability to work effectively under time constraints and deliver results by critical deadlines
• High levels of integrity
• Analytical and Problem-Solving Skills
• Ability to work under high stress with short term targets and long-term objectives
• Strong analytical skills and problem-solving skills
• Excellent planning skills
Application Deadline: ASAP. We will evaluate applicants continuously.

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
Interested candidates should Click Here To Apply

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