Customer Service Specialist - Hybrid

The Customer Care Specialist oversees customer service operations for TFOB (2021) Limited. The role works with cross-functional teams, including our outsourced contact centre BPO, to ensure that customer service delivery, quality, and performance meet the business's and its customers' needs.

The Customer Service Specialist oversees customer service operations for TFOB (2021) Limited. The role works closely with cross-functional teams, including our outsourced contact centre BPO, internal units, and partners, to ensure that customer service delivery, quality, and performance meet the business's and its customers' needs. The incumbent will also establish and implement customer service processes, tools, and frameworks that ensure efficient and effective resolution of customer issues and queries.

Responsibilities & Duties:

• Identify and resolve customer service issues that the BPO cannot address.
• Work closely with the BPO, partners, and internal units to facilitate effective communication and prompt resolution of customer issues.
• Create and execute procedures, best practices, and processes for customer service.
• Collaborate with teams in all units to set clear objectives, plans, and schedules for customer service.
• Create and utilize metrics and KPIs to monitor customer service performance, identify problems, and promote enhancements.
• Monitor the quality and performance of customer service, detect any problems, make necessary improvements, and track progress by reporting.
• Ensure all customer service changes and improvements are thoroughly tested and documented.
• Collaborate with the Customer Engagement Lead to pinpoint areas where customer service can be improved and identify growth opportunities.
• Ensure that all customer service documentation is up-to-date and accessible to stakeholders.
• Stay up to date with industry trends and best practices in customer service.

 Qualifications & Experience:

• Bachelor's degree in business administration, Management, or a related field.
• Minimum of 3 years of experience in a customer service role, preferably in a digital wallet business or similar financial industry.
• Excellent written and verbal communication skills.
• Strong analytical skills and the ability to use data to inform decision-making.
• Experience working with cross-functional teams.
• Familiarity with digital wallet products and the regulatory environment in which they operate.
• Ability to work independently and as part of a team in a fast-paced environment.