Head: Customer Support Services (B2C - Fintech) (JB4762)
Rosebank, Johannesburg (Office Based)
R80 000 - R90 000 CTC per month
Permanent
Join an innovative fintech company revolutionizing the way users manage and transfer money through an advanced app. As a leader in the fintech space, the company empowers individuals (B2C) who are looking for easy, efficient, and secure digital solutions to manage their financial transactions.
You will be required to lead the customer operations and enhance the user experience of a growing platform and team.
Minimum Requirements:
- 6 or more years of supervisory/management experience within customer support services.
- 3 or more years of B2C customer support experience; specific to fintech, eCommerce or similar industries.
- Completed business-related degree.
- Live chat support and transaction monitoring expertise.
- Highly tech-savvy with a deep understanding of banking app functionalities, able to leverage technology to optimize customer support and streamline processes within a digital financial services environment.
- Data analytics and VOC strategy implementation.
- Budget and risk management.
- Knowledge of the KYC process.
Duties and Responsibilities:
- 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 the 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.
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