Customer Service Manager

hace 2 semanas


Ciudad de México, Ciudad de México Du Xiaoman Technology A tiempo completo

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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