Customer Support Manager

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Description

ARCA is an advanced technology platform created to drive and power the new digital payments revolution in Africa. We use cutting edge technology to provide innovative solutions and to foster greater inclusivity in the Open Banking ecosystem. 

Arca Payments Company Limited is recruiting for

Job Title: Customer Support Manager

Location: Head Office. Lagos

Job Description

  • Arca is searching for a motivated and experienced Customer Support Manager to lead our customer service department.
  • Your goal will be to provide exceptional customer service to all our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

Responsibilities

Overall responsibility for managing the customer support team:

  • Setup customer support with the essential tools and competent customer service representatives.
  • Customer support leads management: Responsible for mentoring, supporting and building the skills of CSR team so that they continuously provide exceptional experience.
  • Hands on control of the quality of service provided out of the customer support.
  • Drive proactive issues resolution: Responsible for ensuring all customer issues are resolved within defined SLAs.
  • Ensure employees have the necessary training and job tools to perform their job responsibilities.
  • Performance Management: Assist in the formulation of targets for individuals and teams and ensure all team members know how they are performing to targets. · Team Professional Development: Provide learning/coaching opportunities, regular feedback to leads and CSRs to provide continual growth.
  • Discuss and implement career development opportunities for customer support team; provide one-on-one support where required.
  • Align Customer support team to team/company vision and strategy: Ensure agents understand and comply with all customer support objectives, performance standards, and policies.
  • Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
  • Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
  • Be visible and available to all agents at all time. Interact with the team as much as possible through team meetings, one-on-one sessions, etc. Respond to agent questions regarding best practices or difficult calls.
Requirements
Minimum years of experience

4

Qualifications
B.Sc /BA
Other Requirements

Educational Qualification

  • BA/BSc degree in any Human Relationship discipline

Experience:

  • Minimum of 4 years managing a customer support team of more than 10 people.
  • Excellent customer handling skills and sound interpersonal relation ability.

Professional Qualification:

  • Industry recognized certifications would be an added advantage.

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About Arca Payments Company Limited
ARCA was founded in 2016, with a clear vision to become Africa's premier payment services platform, fostering Financial inclusion and innovation & actively shaping the future of Financial Services, throughout the region.At ARCA, we recognize that technologies used by banks and market infrastructures, are changing. However, a more fundamental shift is also required, to realize the benefits of the Digital Disruptors. Arca aspires to assume the role of a key Change Catalyst, by combining digital in...
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Job Summary
Published
March 26, 2020
Offer Type
Full time
Experience
Minimum of 4years
Location
Lagos
Specialization
Customer Service
Industries
Banking / Financial Services
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