Customer Service Manager at Tingo Mobile

Job Responsibilities:

• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and following problems through to resolution
• Setting a clear mission and deploying strategies focused towards that mission.
• Resolve complaints, provide appropriate solutions, alternatives and ensure resolution within a given time frame.
• Provide accurate, valid and complete information by using the approved methods/tools.
• Resolve product or service requests or problems via voice and non-voice channels (phone, email, or social media), by clarifying the customer’s complaint/request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Communicate complex issues to appropriate service owners or department to determine and recommend appropriate courses of action.
• Ensure all information management systems are constantly updated and accurate.
• Keeping records of interactions with customers, process accounts and file documents of customers.
• Potential customers by answering product and service questions and suggesting information about other products and services.

Key Requirements

• A minimum of 7 years  cognate experience in the Financial or Technology Industry.
• BSc/ HND  in any relevant field.
• Proven customer support experience.
• Ability to multitask, prioritize and manage time effectively.
• Excellent written and verbal communication skills.
• Excellent teamwork skills.