Customer Service Manager

Job description

Responsibilities Recruit, hire, train, and lead the local customer support team. Create customer-facing scripts, communication templates, support playbooks, and Standard Operating Procedures (SOPs) in compliance with local regulations. Oversee the team's handling of all inbound inquiries regarding loan status, repayments, technical issues, and payment processing failures. Manage non-standard payment inquiries, including repayment difficulties, extension requests, and disputes, working closely with internal stakeholders to resolve these issues. Develop and maintain relationships with key customers, ensuring their needs are met and concerns addressed. Collaborate with other departments to identify and implement process improvements, resulting in increased customer satisfaction and reduced inquiry volumes. Analyze and report on team performance metrics, identifying areas for growth and development. Ensure compliance with company policies, procedures, and regulatory requirements.

Required skills

customer support customer satisfaction team management standard operating procedures technical issues regulatory requirements process improvements procedures company policies local regulations performance metrics disputes internal stakeholders key customers communication templates loan status repayments payment processing failures non-standard payment inquiries extension requests inquiry volumes

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