Customer Service Supervisor

Customer Service Supervisor

Palmpay is a Pan-African fintech company currently operating in Ghana, Nigeria, Tanzania and expanding to other markets in Uganda. We are reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online. We are seeking for a proactive and results-driven Customer Service Supervisor.

The Customer Service Supervisor will be responsible to build a strong team and shape staff behaviors to accomplish desired results, will play a collaborative role in growing and implementing standards and processes and maintain documentation such as correspondence and operational records and communicate promotional offers to customers.

Key Responsibilities

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Managing cashier coverage and customer flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges and voids.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Public Relations, Sales or related field.
• 3-5 years of work experience in fintech or banking industry.
• Proficient knowledge of customer service and standard office practices and procedures.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Outstanding organizational skills.
• Must be Ugandan citizen.