Customer Service Director

7 days ago


Johannesburg, Gauteng, South Africa Fempower Full time
Job Description

Fempower is seeking a skilled Customer Service Director to join our team.

Key Responsibilities
  • Supervise day-to-day operations in the customer services department
  • Provide training to new hires and continuous performance management
  • Manage cost and efficiency
  • Troubleshoot customer technical queries and liaise with the technical department
  • Manage packing and distribution
  • Monitor daily transactions within the system
  • Create effective customer service procedures, policies, and standards and manage them
  • Assist the product development team with customer needs in mind
  • Message support using Zendesk and Fresh-Chat
Requirements
  • Degree in Business Management, Information Systems, or a related field
Experience
  • 6+ years of experience managing a team in the customer service industry, including messaging support
  • 6+ years of experience in the FinTech/Financial industry with an in-depth understanding of trends and technologies/systems
  • Knowledge of KYC processes and transaction monitoring
  • Omnichannel messaging software experience with Zendesk/Fresh-Chat
  • Analytical and systematic


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