Job Description

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.

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