Customer Service Lead

• Overseeing a team of customer support representatives, ensuring they are properly trained, motivated, and equipped to provide excellent service.
• Monitoring and assessing the quality of customer interactions to ensure that service standards are met or exceeded. This may involve call monitoring, call tacking, reviewing tickets, and providing feedback to team members.
• Handling escalated customer issues that cannot be resolved by 1^st Line support staff. This may involve complex inquiries, complaints, or technical issues that require your expertise.
• Continuously evaluating and improving customer support processes to enhance efficiency and effectiveness. This could involve implementing new tools or technologies, refining workflows, or updating policies and procedures.
• Analyzing customer support data and metrics to identify trends, patterns, and areas for improvement. This could include monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Providing ongoing training and development opportunities for customer support team members to enhance their skills and knowledge. This could include product training, communication skills development, and customer service best practices.
• Collaborating with other departments such as product development, marketing, and sales to address customer issues, gather feedback, and advocate for customer needs within the organization.
• Ensuring that customer support activities comply with relevant regulations and industry standards, such as data protection laws and financial regulations.
• Managing customer feedback channels and mechanisms, such as surveys, reviews, and social media channels, to gather insights and identify areas for improvement, whilst comparing the competition.
• Serving as a point of escalation for unresolved customer issues, liaising with other departments or senior management as necessary to resolve complex or sensitive matters by presenting summary report as necessary.
• Setting performance goals and targets for the customer support team, and providing regular feedback and performance evaluations to ensure individual and team objectives are met.
• Maintaining an up-to-date knowledge base and documentation repository to support customer support activities and facilitate consistent and accurate responses to customer inquiries.
• This may require Night shift duties and shift rotation.

Desired Qualifications:

• Based in Nairobi, Kenya.
• Bachelor’s degree in Business Administration, Hospitality, Finance, Marketing, or a related field.
• Proven track record in Customer Service within the Fintech, Payment, or Banking related industries.
• Knowledge and passion for Fintech and the drive to promote financial inclusion.
• Excellent communication and presentation skills, capable of conveying complex concepts clearly and persuasively.
• A Customer centric approach.
• Analytical mindset with proficiency in data-driven decision-making.
• Ability to thrive in a fast-paced, entrepreneurial environment.

Ready to join us? Fill out the form below or kindly send us your resume and cover letter to careers@xprizo.com. Don’t forget to include your expected gross salary—we’re excited to hear from you!