Cluster Customer Service Manager at Fairmoney Microfinance Bank

Job Title: Cluster Customer Service Manager

Role and Responsibilities

• Direct and manage all the customer service activities
• Direct, manage and monitor the overall performance of the customer services team
• Effective liaison, support and assistance between customer services department and rest of organisation
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
• Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
• Development of plans for customer services activities to include customer management to achieve satisfaction targets
• Support to all other departments with customer service and related issues
• Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
• Reporting (content and format as agreed) on a monthly basis or as otherwise required
• Developing plans for team activities to include strategy to achieve agreed targets
• Delegate authority and responsibility to team with supervision, accountability and review
• Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
• Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
• Maintain accurate customer service records
• Control expenses to meet budgetary controls
• Adhere to all organisation policies and procedures
• Interact and co-operate with all members of the organisation, its suppliers and clients/customers.

Requirements

• 10 years experience in a similar role within a dynamic, technology led business
• Experienced in leading multiple customer facing teams
• Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment
• Demonstrable leadership & change management skills
• Ability to influence others to get results; including using appropriate standards of business communication (written/verbal)
• Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts
• Evidence of working at senior level within a growing business
• Ability to work both strategically and operationally.
• Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
• Strong interest in improving the knowledge & skills of others
• Excited by the Internet and emerging technologies
• Adaptable and able to grow with the business.

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development

Application Instructions:

The application deadline is Not Specified. Therefore qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy

Website:
Official Job Website: https://fairmoney.io/

Recruitment Process

• A screening call with the Recruiter for 30 minutes.
• Technical interview with the hiring manager for 45-60 minutes.
• Final Interview with Head of Operations 45-60 minutes.