Customer Support Manager - Digital Banking

Job Title:

Customer Support Manager - Digital Banking

Job Reference:

VDMMG5

Location:

Nairobi

Job Type:

Full-time

Industry:

Financial Services

Job Description:

We are seeking a highly motivated and experienced Customer Support Manager to join our Digital Banking team. The successful candidate will be responsible for leading a team of customer support agents, ensuring that customers receive timely and effective support, and driving customer satisfaction and loyalty.

Responsibilities:

• Lead a team of customer support agents to ensure that customers receive timely and effective support
• Develop and implement customer support strategies to drive customer satisfaction and loyalty
• Collaborate with other teams, such as sales and marketing, to ensure seamless customer experience
• Analyze customer feedback and complaints to identify areas for improvement
• Develop and implement process improvements to increase efficiency and productivity
• Ensure compliance with regulatory requirements and company policies
• Perform other duties as assigned by the supervisor

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field
• At least 5 years of experience in customer support or a related field
• Proven track record of leading a team and driving customer satisfaction and loyalty
• Excellent communication and interpersonal skills
• Ability to analyze data and make informed decisions
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong knowledge of customer support principles and practices
• Ability to work effectively in a team environment
• Strong leadership and management skills
• Ability to motivate and inspire team members
• Strong communication and interpersonal skills
• Ability to build strong relationships with customers and stakeholders
• Strong analytical and problem-solving skills