What is the Role
We are seeking a highly skilled and experienced Customer Service Manager to lead our customer support unit. The successful candidate will be responsible for developing and implementing strategies to improve customer satisfaction, retention, and loyalty. The role will oversee a team of customer service representatives and ensure that they provide exceptional customer service to our clients.
What Will You Do
- Lead and supervise the customer service team overseeing daily operations and ensuring high standards of customer interactions.
- Train, mentor, and support customer service team members to develop their communication and phone skills and ensure they provide excellent customer service and inquiry / complaint resolution.
- Develop monthly, quarterly and annual customer service goals and action plans.
- Monitor team performance, providing feedback and implementing strategies to improve quality and efficiency.
- Monitor service level agreed performance, analyze customer service data and develop reporting on adherence to targets.
- Handle escalated customer issues, ensuring quick and effective resolution that enhances customer satisfaction.
- Assess customer feedback, identify trends in customer issues, and work to improve processes and service delivery.
- Ensure team adherence to company policies and procedures while handling customer inquiries and complaints.
- Collaborate with other departments to streamline customer service practices and enhance overall customer experience.
- Prepare and review reports on team performance and customer service metrics, using data to guide improvements.
- Motivate team members and create strategies to boost morale and job satisfaction, leading to better team performance.
- Ensure resource availability and proper staffing to handle customer service workload efficiently.
- Collect and share customer feedback with the Product, Sales, and Marketing teams to align service delivery with customer expectations.
- Drive voice of the customer programs, liaising with other teams across customer experience and analytics.
- Work on multiple projects concurrently, balancing time constraints whilst maintaining quality
- Maintain an appropriate level of competence through conducting training for the customer support team
What Qualifications and Requirements are Good to have to be considered for the role
- Bachelor's degree in business administration, business management, or a related field.
- 7+ years of experience in a customer support role, with 4+ years of managerial experience
- Familiarity with customer service operations within the banking, FinTech, lending or a related financial service industry is required.
- Demonstrated experience in providing excellent customer service support.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases, and tools
- Awareness of industry's latest technology trends and customer applications
- Ability to think strategically and to lead a team of customer support agents and representatives
- Strong client-facing and presentation skills
- Excellent verbal and written communication skills, fluency in English and Arabic is advantageous.
- Active listening skills, with patience when handling tough cases and difficult situations.
- Proven ability to multitask and capacity for sensitivity and understanding.
- Ability to be thorough while paying close attention to detail in support of conflict resolution.
- Strong desire to collaborate with customer service team members and to mentor customer service agents and representatives to improve the overall customer experience
Who we are
We are visionary FinTech startup based in Riyadh, Saudi Arabia, poised to redefine the financing landscape. Aligned with Saudi Vision 2030 and the Financial Sector Development Program (FSDP), we are building a next-generation smart lending platform designed to deliver unparalleled speed, transparency, and personalization to the market across the Kingdom.
The Opportunity: Building a Legacy, Not Just a Company
We aren't hiring managers; we are seeking founders-minded leaders to form our pioneer executive team. This is a rare, high-stakes opportunity to lay the foundation of a major regional FinTech player from the ground up.
If you are a builder, a visionary, and a leader ready to shape the financial future of Saudi Arabia, we invite you to send us your CV using the Easy Apply link.
