Customer Service Manager
IRECRUITERS AFRICA
Surulere, LA, ng
2d ago

Job Description

Our Client is a fast-growing Fintech seeking to bridge the gaps identified in Africa’s payment ecosystem, with presence in 9 African countries and serving over a 1000+ merchants, processing over 10million + transactions daily and aggressively expanding our footprint.

They are on a mission to shape the future of commerce not just in Africa but across the globe. With a result-driven environment, they are enabled to build better products, grow faster and empower everyone on the team to have significant impact on the business.

This directly impacts on the mission to close the payment gap in Africa.

About the Role :

The Customer Service Manager will be responsible for interacting with our customers to provide and process information in response to inquiries, concerns, requests and challenges within planned timelines, scope and with high quality.

Also, the individual will be responsible to give support to customers via voice and non-voice channels (live chat, phone, social media) and directing issues to appropriate team members.

The ideal candidate should be a multi-talented individual who can undertake customer support and account management role.

The individual must be a fast learner with the ability to juggle multiple tasks, highly organized and pays attention to details.

Key Responsibilities :

Resolve complaints, provide appropriate solutions, alternatives and ensure resolution within a given time frame.

Provide accurate, valid and complete information by using the approved methods / tools.

Resolve product or service requests or problems via voice and non-voice channels (phone, email, or social media), by clarifying the customer’s complaint / request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Communicate complex issues to appropriate service owners or department to determine and recommend appropriate courses of action.

Identify and assess customer needs to ensure satisfaction.

Ensure all information management systems are constantly updated and accurate.

Keeping records of interactions with customers, process accounts and file documents of customers.

Record all enquiries and complaints of customers.

Capture and disseminate business and technical information.

Create and manage customer database.

Undertake Customer and Product Surveys and identify common customer challenges.

Prepare and submit reports on weekly basis.

Attract potential customers by answering product and service questions and suggesting information about other products and services.

Recommend potential products or services to management by collecting customer information and analyzing customer’s needs.

Identify and assess customers needs to achieve satisfaction

Empathize with every aspect of the customer experience, putting customers’ needs first.

Guide and coach customers with a dedicated customer success process.

Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.

Help drive customer references and case studies.

Create communication procedures, guidelines and policies and ensure strict adherence.

Compile reports on overall customer satisfaction.

Handle soft sales enquiries and passing to the appropriate team members, set-up demos with our sales team and ensure correspondence with customers.

Requirements

Minimum of a first degree in related field. Second degree and professional certifications will be an added advantage.

5+ years’ experience working in a similar role with managerial experience. An experience in the FinTech industry will be a very strong advantage.

Excellent communication (written and verbal) and presentation skills

Diplomacy, tact, and poise under pressure when working through customer issues.

Take ownership and works effectively within and across teams.

Strong interpersonal skills and experience building strong internal and external relationships.

A proactive approach to work and have the ability to find solutions to difficult problem.

Ability to handle multiple tasks and prioritize objectives.

Tech savvy with familiarity with CRM systems and practice.

Comfortable using a wide variety of tools to perform various operational aspects of customer servicing at a FinTech.

Ability to recommend and implement changes to processes and procedures as needed

Customer orientation and ability to adapt / respond to different types of characters.

Computer Proficiency is a must, most especially in Office suite products (Word, Excel, Outlook & PowerPoint).

Ability to pay attention to details and excellent reporting skill.

Solid organizational skills, multitasking and time-management.

Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

Competitive salary

Performance bonus program

Requirements

Minimum of a first degree in related field. Second degree and professional certifications will be an added advantage. 5+ years’ experience working in a similar role with managerial experience.

An experience in the FinTech industry will be a very strong advantage. Excellent communication (written and verbal) and presentation skills Diplomacy, tact, and poise under pressure when working through customer issues.

Take ownership and works effectively within and across teams. Strong interpersonal skills and experience building strong internal and external relationships.

A proactive approach to work and have the ability to find solutions to difficult problem. Ability to handle multiple tasks and prioritize objectives.

Tech savvy with familiarity with CRM systems and practice. Comfortable using a wide variety of tools to perform various operational aspects of customer servicing at a FinTech.

Ability to recommend and implement changes to processes and procedures as needed Customer orientation and ability to adapt / respond to different types of characters.

Computer Proficiency is a must, most especially in Office suite products (Word, Excel, Outlook & PowerPoint). Ability to pay attention to details and excellent reporting skill.

Solid organizational skills, multitasking and time-management. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

Report this job
checkmark

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.

Apply
My Email
By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
Continue
Application form