Customer Service Director

1 month ago


Johannesburg, Gauteng, South Africa Fempower Personnel Full time
Head of Customer Service

Fempower Personnel is seeking a seasoned professional to lead our customer service team in Johannesburg North. As Head of Customer Service, you will be responsible for delivering exceptional customer experiences through multiple support channels.

Key Responsibilities:
  • Team Leadership: Supervise day-to-day operations in the customer services department, providing guidance and support to team members.
  • Training and Development: Develop and implement training programs to enhance the skills and knowledge of customer service representatives.
  • Cost Management: Oversee the management of costs and efficiency within the customer service department.
  • Troubleshooting: Troubleshoot customer technical queries and collaborate with the technical department to resolve issues.
  • Packing and Distribution: Manage the packing and distribution of customer orders.
  • Transaction Monitoring: Monitor daily transactions within the system to ensure accuracy and efficiency.
  • Policy Development: Create and implement effective customer service procedures, policies, and standards.
  • Product Development: Collaborate with the product development team to ensure customer needs are met.
  • Messaging Support: Provide messaging support using Zendesk and Fresh-Chat.
Requirements:
  • Qualifications: A 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.
  • Industry Knowledge: In-depth understanding of FinTech and financial industry trends and technologies.
  • Software Experience: Familiarity with omnichannel messaging software, including Zendesk and Fresh-Chat.
  • Analytical Skills: Strong analytical and systematic skills.

If you are a motivated and experienced professional looking to lead a customer service team, please apply directly to Fempower Personnel.



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