Job Description

Head of Customer Services from Digital App for South Africas Online Shoppers
An innovative digital app company is looking for a Head of Customer Services to lead a dynamic team, ranked among the Top 30 financial apps in South Africa, enables users to choose between a virtual or debit card, or both, giving them the power to save, spend, and shop seamlessly from one app.
This is a unique opportunity to be part of a fast-growing company positioned to become the next BIG digital bank in South Africa, with potential expansion across Africa.
About the Role
As the Head of Customer Services, your primary goal will be to ensure exceptional customer satisfaction for our clients online users, particularly in the fast-paced online shopping environment. You will oversee a skilled customer support team, optimize processes, and ensure that our users have a smooth and satisfying experience when using the apps services.Key Responsibilities

• Lead daily operations in the customer services department, including hiring, training, and managing the performance of a high-energy team.
• Prepare and present weekly reports, tracking key performance indicators (KPIs) and team progress.
• Drive efficiency within the department by refining workflows and improving processes to optimize customer interactions.
• Manage tech-related customer inquiries and collaborate with the technical team to resolve issues promptly.
• Oversee the card allocation and distribution team, ensuring cost-effective and timely deliveries.
• Monitor daily transactions and identify any suspicious activities within the system, adhering to strict compliance guidelines.
• Develop and implement effective customer service policies, procedures, and standards to ensure the highest levels of satisfaction.
• Collaborate with the product development team to ensure new features and services are designed with the customer in mind.
• Leverage messaging support platforms such as Zendesk and Fresh-Chat to organize and streamline customer communication.

What Were Looking For

• Proven experience in managing customer service teams in the online shopping or e-commerce industry.
• Strong background in messaging support channels, with expertise in platforms like Zendesk, Fresh-Chat, etc.
• A highly systematic approach, combined with a keen ability to analyze data to improve service delivery.
• Excellent people management skills, with a passion for mentoring and developing teams.
• Tech-savvy, with a solid understanding of the software systems used within customer service environments.
• Strong proficiency in Excel for tracking metrics and generating insights.
• Knowledge of KYC (Know Your Customer) processes and transaction monitoring is highly preferred.
• Excellent communication and interpersonal skills to foster collaboration across departments.

Qualifications and Experience

• Matric (Grade 12) or equivalent (Essential)
• A tertiary qualification in Business Management, Information Systems, or a related field.
• 6 to 8 years of experience managing customer service teams, particularly in the online shopping or FinTech industries.
• Experience in the FinTech or financial services industry is a plus, especially with familiarity in handling high-volume transactions and customer queries.

Join us in shaping the future of digital banking in South Africa and play a key role in creating a world-class customer service experience for millions of users.For more information please contact:Marlene Cilliers

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