Key Responsibilities - Lead daily operations in the customer services department, including hiring, training, and managing the performance of a high-energy team.
- Prepare and present weekly reports , tracking key performance indicators (KPIs) and team progress.
- Drive efficiency within the department by refining workflows and improving processes to optimize customer interactions.
- Manage tech-related customer inquiries and collaborate with the technical team to resolve issues promptly.
- Oversee the card allocation and distribution team, ensuring cost-effective and timely deliveries.
- Monitor daily transactions and identify any suspicious activities within the system, adhering to strict compliance guidelines.
- Develop and implement effective customer service policies, procedures, and standards to ensure the highest levels of satisfaction.
- Collaborate with the product development team to ensure new features and services are designed with the customer in mind.
- Leverage messaging support platforms such as Zendesk and Fresh-Chat to organize and streamline customer communication.
What Were Looking For - Proven experience in managing customer service teams in the online shopping or e-commerce industry.
- Strong background in messaging support channels , with expertise in platforms like Zendesk, Fresh-Chat, etc.
- A highly systematic approach , combined with a keen ability to analyze data to improve service delivery.
- Excellent people management skills , with a passion for mentoring and developing teams.
- Tech-savvy , with a solid understanding of the software systems used within customer service environments.
- Strong proficiency in Excel for tracking metrics and generating insights.
- Knowledge of KYC (Know Your Customer) processes and transaction monitoring is highly preferred.
- Excellent communication and interpersonal skills to foster collaboration across departments.
Qualifications and Experience - Matric (Grade 12) or equivalent (Essential)
- A tertiary qualification in Business Management, Information Systems, or a related field.
- 6 to 8 years of experience managing customer service teams, particularly in the online shopping or FinTech industries.
- Experience in the FinTech or financial services industry is a plus, especially with familiarity in handling high-volume transactions and customer queries.
Join us in shaping the future of digital banking in South Africa and play a key role in creating a world-class customer service experience for millions of users.