Job Description

Head: Customer Support Services (FinTech) (JB4497)
Rosebank; Johannesburg
R65 000 - R80 000 CTC per month
PermanentAn innovative FinTech company seeks a Head of Customer Support Services to join their close-knit team.
As a top player in the financial apps sector, this is a unique opportunity to join a forward-thinking company poised to become a major player in South Africa, with potential expansion plans into Africa.The Head of Customer Support is pivotal in ensuring customer satisfaction and enhancing the overall user experience.
This role involves managing and growing the customer service team, improving efficiencies, and optimizing processes within the department.Minimum Requirements:
Degree in Business Management, Information Systems, or a related field. (Essential).
5 or more years of proven experience managing a customer service team that utilizes various support channels (predominantly messaging) specific to the FinTech of the Financial Services industry.
A deep understanding of industry trends and technologies/systems.
KYC Processes Knowledge.Duties and Responsibilities:
Supervise Daily Operations: Oversee the customer services department's day-to-day activities, including hiring, training, mentoring, and performance management.
Team Operations Reports: Prepare weekly reports for team operations meetings, including clear KPIs.
Cost and Efficiency Management: Ensure cost-effective and efficient department operations.
Technical Troubleshooting: Address customer tech-related queries and liaise with the technical department as needed.
Card Allocation Management: Oversee the card allocation team, ensuring efficient and cost-effective packing and distribution.
Transaction Monitoring: Monitor daily transactions within the system and identify suspicious activities.
Customer Service Procedures: Develop and implement effective customer service procedures, policies, and standards.
Product Development Collaboration: Work with the product development team to ensure customer-centric product and service designs.
Messaging Support: Expertise in managing messaging support as the primary communication channel.Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.IMPORTANT: We specialize in specific niche fields. We regret that we are unable to assist in any fields outside of this scope. Fields can be viewed on our website.Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.

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