Customer Service Manager
hace 2 semanas
Responsibilities
- Recruit, hire, train, and lead the local customer support team. Create customer-facing scripts, communication templates, support playbooks, and Standard Operating Procedures (SOPs) in compliance with local regulations.
- Oversee the team's handling of all inbound inquiries regarding loan status, repayments, technical issues, and payment processing failures. Manage non-standard payment inquiries, including repayment difficulties, extension requests, and disputes, working closely with the Collections team.
- Set and monitor clear team KPIs, implement a QA framework to monitor interactions and ensure service quality.
- Analyze customer feedback, complaints, and contact drivers to identify systemic issues and risks. Provide structured feedback to the Product, Risk, and Collections teams to drive business improvements.
- Act as the primary owner for all escalated customer complaints.
Qualifications:
- 4+ years of experience in customer service management, ideally in the financial services or microfinance industry.
- Experience leading a team, preferably in a fast-paced environment.
- Excellent leadership, communication, and interpersonal skills. Strong problem-solving and conflict resolution abilities.
- Proficiency with customer service management software and CRM systems.
- Ability to analyze data and derive actionable insights from customer feedback and service metrics.
- Bachelor’s degree in Business, Finance, Communications, or a related field. (Relevant work experience may substitute for formal education).
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