Customer Service Manager - Fintech

Job Description

As a Customer Service Manager, you will be responsible for overseeing and managing our customer service operations. You will play a key role in ensuring exceptional customer experiences, building strong customer relationships, and maintaining regulatory compliance. Your primary focus will be to lead and develop a high-performing customer service team that delivers outstanding service to our customers. Role & Responsibilities: o Manage and lead the customer service team, providing guidance, training, and support to ensure a high level of performance and customer satisfaction. o Develop and implement customer service standards, procedures, and policies to enhance the overall customer experience and ensure compliance with SAMA regulations. o Monitor and evaluate customer service metrics, including response times, resolution rates, and customer satisfaction scores, and take proactive measures to improve performance. o Handle escalated customer inquiries and complaints, ensuring timely and effective resolution while maintaining a professional and courteous demeanor. o Collaborate with cross-functional teams, including operations, compliance, and technology, to improve processes and enhance the customer journey. o Stay up-to-date with industry trends, best practices, and regulatory changes related to customer service and ensure their implementation in the organization. o Conduct regular performance evaluations for team members, provide constructive feedback, and identify training and development needs. o Foster a positive and motivating work environment that promotes teamwork, collaboration, and continuous improvement. o Prepare regular reports on customer service performance, highlighting key metrics, trends, and areas for improvement, and present findings to senior management. o Ensure compliance with data protection and privacy regulations, including handling sensitive customer information in accordance with company policies and procedures.

• You will play a pivotal role in developing and implementing customer service policies and procedures, aiming to enhance the overall customer experience and satisfaction.
• Developing and implementing customer service policies and procedures to elevate the overall customer experience and satisfaction will be a central responsibility.
• Analyzing customer service metrics, monitoring performance, and implementing optimization strategies for the team are integral responsibilities.
• Responsibility for developing and executing customer service policies and procedures to improve the overall customer experience will be integral to the role.

Skills

• Bachelor's degree in business administration, management, or a related field.