Closing: Apr 11, 2024
This position has expiredPublished: Mar 27, 2024 (31 days ago)
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Job Summary
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Requirements
- 3 - 5 years minimum experience in customer support, preferably in a fintech/banking environment.
- At 1 year as Customer Support Quality Assurance in a Fintech.
- Knowledge of all typical processes carried out by the Operations and Customer Support team in a Fintech.
- Emotional intelligence and professionalism, especially in providing constructive performance feedback to support team members.
- Good written, verbal and non-verbal communication skills, with profound attention to detail.
- Problem-solving capabilities to create meaningful strategies to improve service quality.
- Goal or result-oriented, especially towards an excellent service-oriented team.
- Experience leading a remote/distributed team is an advantage.
Responsibilities
Requirements
- 3 - 5 years minimum experience in customer support, preferably in a fintech/banking environment.
- At 1 year as Customer Support Quality Assurance in a Fintech.
- Knowledge of all typical processes carried out by the Operations and Customer Support team in a Fintech.
- Emotional intelligence and professionalism, especially in providing constructive performance feedback to support team members.
- Good written, verbal and non-verbal communication skills, with profound attention to detail.
- Problem-solving capabilities to create meaningful strategies to improve service quality.
- Goal or result-oriented, especially towards an excellent service-oriented team.
- Experience leading a remote/distributed team is an advantage.
- To maintain a high and consistent level of service quality across the Customer Support department regardless of the customer support team member engaged or channel utilised by the Customer.
- Ensuring that every Customer interaction with our Service Personnel or channel continuously generates positive customer experiences.
- Maintain and develop internal documents to support the customer support department quality standards.
- Review a subset of Customer interactions across all channels captured on Zendesk and calls recorded on the PBX.
- Assess details of Customer interactions across all channels based on the approved internal standards (i.e., KPIs for each sub-team).
- Accompany assessment with meaningful, constructive, and thoroughly documented performance feedback.
- Discuss and explain performance feedback to support team members individually and regularly at weekly meetings.
- Map Staff training needs with the gaps discovered during the performance assessments.
- Assist support team members to improve performance with specific recommendations and constant support.
- Training of new support team members and assessment after one week.
- Monitor service delivery or performance at the Service Center Officer and team level.
- Provide weekly activity reports to the customer support Leads on the performance of all support team members across all channels.
- Present incident reports showing activities or processes inhibiting the expected performance targets of support team members.
- Analyze Customer feedback on complaints and provide recommendations to the Customer Support Leads to improve service delivery.
- Monthly recognition of best performers based on the approved internal service standards.
- Perform any other tasks as assigned by the Customer support Leads
- Provide ad hoc reports as required by Management and the Operations team.
- Present feedback to Management on areas of improvement to enhance service delivery
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