Head of Customer Support Services
1 month ago
Rosebank, Johannesburg (Office Based)
Job Summary:We are seeking a highly experienced and skilled Head of Customer Support Services to lead our customer operations and enhance the user experience of our growing platform and team.
Key Responsibilities:- Supervise day-to-day operations in the customer services department, including hiring, training, and performance management.
- 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.
- 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.
We offer a competitive salary, a dynamic and innovative work environment, and opportunities for professional growth and development.
Please note that we specialize in specific niche fields and regret that we are unable to provide assistance for any fields outside of this scope.
Kontak Recruitment is an equal opportunity employer and welcomes applications from all backgrounds. We are committed to fair assessment and only shortlist candidates who meet the requirements.
By applying, you agree to our data handling policy and confirm that you have read and understood our disclaimer.
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