Team Lead - Customer Support
Description
FairMoney is a credit-led mobile bank for emerging markets. The company was launched in 2017, operates in Nigeria & India, and raised close to €50m from global investors like Tiger Global, DST & Flourish Ventures. The company has offices in France, Nigeria, Germany, Latvia, the UK, Türkiye, and India.
Watch the way FairMoney is building Africa’s money story here
Role and Responsibilities
Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
Supervise and coordinate the daily operations of the resolution team
Ensure proper scheduling to manage dropped call rates and other service levels
Produce timely reports of activities
Ensure staff in the team are adequately equipped with the requisite systems and applications
Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
Escalate any downtime or service failure promptly
Coach and train the agents on customer handling skills
Requirements
Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
A University degree. A Master’s degree is an added advantage
Good Communication
Customer Engagement and Relationship Management
Strong Leadership and Time Management skills
Emotional Intelligence (Self-Control)
Benefits
Private Health Insurance
Pension Plan
Training & Development
Performance Bonus
Recruitment Process
A screening call with the Senior Recruiter ~30 minutes
Technical interview with the hiring manager ~30 minutes
FairMoney is a credit-led mobile bank for emerging markets. The company was launched in 2017, operates in Nigeria & India, and raised close to €50m from global investors like Tiger Global, DST & Flourish Ventures. The company has offices in France, Nigeria, Germany, Latvia, the UK, Türkiye, and India.
Watch the way FairMoney is building Africa’s money story here
Role and Responsibilities
Responsible for managing the daily operations and performance of the Customer Support Inbound calls Interactions and ensuring the efficiency of the team
Supervise and coordinate the daily operations of the resolution team
Ensure proper scheduling to manage dropped call rates and other service levels
Produce timely reports of activities
Ensure staff in the team are adequately equipped with the requisite systems and applications
Record statistics and performance levels of the team /individuals via daily, weekly, monthly, and other ad hoc reports on the team’s performance
Escalate any downtime or service failure promptly
Coach and train the agents on customer handling skills
Requirements
Experience: A minimum of 3 years experience in Customer Services or Contact Centre roles (preferably in the financial services industry)
A University degree. A Master’s degree is an added advantage
Good Communication
Customer Engagement and Relationship Management
Strong Leadership and Time Management skills
Emotional Intelligence (Self-Control)
Benefits
Private Health Insurance
Pension Plan
Training & Development
Performance Bonus
Recruitment Process
A screening call with the Senior Recruiter ~30 minutes
Technical interview with the hiring manager ~30 minutes
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