Head Of Customer Support

Our client within the FinTech space is seeking a Head of Customer Services to join their team in JHB North on a permanent basis. The Head's core focus will be to bring exceptional customer satisfaction and enhancing user experience through multiple support channels. You will also be tasked to grow the customer service team.The Key Responsibilities for this Role Include:Supervision of day-to-day operations in customer services departmentProviding training to new hires and continuous performance managementManaging cost and efficiencyTroubleshoot customer tech related queries and liaise with technical departmentManage packing and distributionMonitor daily transactions within the systemCreate effective customer service procedures, policies and standards and management thereofAssist product development team with customer in mindMessaging support using Zendesk and Fresh-ChatQualification:Degree within Business Management, Information Systems or related fieldExperience:6+ years' experience managing a team within the customer service industry including messaging support6+ years' experience in the FinTech / Financial Industry with in-depth understanding of trends and technologies/systemsKnowledge of KYC Processes and Transaction MonitoringMessaging software Zendesk / Fresh-ChatAnalytical and SystematicDesired Skills:Customer ServiceKnow Your Customer (KYC)ManagementMessagingProduct DevelopmentTroubleshootingZendeskIf you are interested in this opportunity, please apply directly. If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles/positions.
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