Customer Experience Director

7 days ago


Johannesburg, Gauteng, South Africa Network Contracting Full time
Key Responsibilities & Accountabilities
  • Oversee daily operations in the customer services department, including hiring, training, and performance management.
  • Prepare weekly team operations meeting reports with clear KPIs.
  • Optimize departmental costs and efficiency by enhancing workflow and processes.
  • Troubleshoot customer technical queries and collaborate with the technical department as required.
  • Manage the card allocation team, ensuring efficient and cost-effective packing and distribution.
  • Monitor daily transactions within the system to identify suspicious activity.
  • Develop and implement effective customer service procedures, policies, and standards.
  • Collaborate with the product development team to design products and services that cater to customer needs.
  • Must have experience in messaging support, which is the primary channel, and organizing support channels via messaging software such as Zendesk or Fresh-Chat.
Key Competencies
  • Systematic Approach
  • Highly Analytical
  • People Management
  • Autonomy
  • Highly Tech Savvy in Customer Service Software
  • Proficient in Excel
  • Knowledge of KYC Processes and Transaction Monitoring
  • Excellent Communication and Interpersonal Skills
Key Requirements
  • Grade 12 or Equivalent (Essential)
  • Related Tertiary Degree - Business Management, Information Systems, or Related Field (Desirable)
  • 6-8 Years of Proven Experience in Managing a Team in Customer Service, Including Messaging Support
  • 6-8 Years of Experience in FinTech/Financial Industry with In-Depth Understanding of Trends and Technologies/Systems (Highly Desirable)


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