Vacancy: Cluster Customer Service Manager at FairMoney

FairMoney is a digital platform in Nigeria that allows you access instant loans in a few minutes through our android app.

Cluster Customer Service Manager

Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 10 years
Location: Lagos
Job Field: Customer Care

Job Description

Oversee the delivery of a seamless high quality service across all customer facing teams
Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation
Meet set targets and those of the team as a whole (CSAT, NPS, Quality Score, Surveys)
Look at ways to reorganise and improve operational area
Provide inspirational leadership to our service teams
Contribute to training and development of the team
Consider and evaluate different approaches of working
Drive service excellence with a focus on achieving continuous improvement
Define and deliver the operational strategy
Streamline business processes to enhance efficiency
Oversee our technical support, customer service, quality management and business support teams through an existing management structure

Role and Responsibilities

Direct and manage all the customer service activities
Direct, manage and monitor the overall performance of the customer services team
Effective liaison, support and assistance between customer services department and rest of organisation
Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
Development of plans for customer services activities to include customer management to achieve satisfaction targets
Support to all other departments with customer service and related issues
Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
Reporting (content and format as agreed) on a monthly basis or as otherwise required
Developing plans for team activities to include strategy to achieve agreed targets
Delegate authority and responsibility to team with supervision, accountability and review
Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
Maintain accurate customer service records
Control expenses to meet budgetary controls
Adhere to all organisation policies and procedures
Interact and co-operate with all members of the organisation, its suppliers and clients/customers

Requirements

10 years experience in a similar role within a dynamic, technology led business
Experienced in leading multiple customer facing teams
Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment
Demonstrable leadership & change management skills
Ability to influence others to get results; including using appropriate standards of business communication (written/verbal)
Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts
Evidence of working at senior level within a growing business
Ability to work both strategically and operationally
Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
Strong interest in improving the knowledge & skills of others
Excited by the Internet and emerging technologies
Adaptable and able to grow with the business