Head of Customer Service

The Company

My Client, A rapidly growing  Fintech company is looking for a Head of Customer Service.

The Role

• Improve the customer service experience
• Create engaged customers and facilitate organic growth
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Team management
• Adhere to and manage the approved budget

The Person

• Experience working within eCommerce
• Previous experience working with  high volume of transactions
• Analytical
• Strong attention to detail
• Excellent communication skills both verbal and written
• Will consider candidates outside of the region