Customer Support Team Lead

Company Description

Finance Incorporated Limited was established in 2012 and licensed as a financial institution to carry out payment services. During past years, the company created different products under different brands. As a financial institution, the concept behind Finance Incorporated is to bring together various services from separate disciplines to create a financial gateway, where the clients could reach many services with one click.

Finance Incorporated is being managed by a diverse Board of Directors and executives where new ideas are fused with robust governance and controls, valuing strict oversight and transparency whilst never ceasing to innovate and develop.

Our Team, Our Company, Our Home is the motto of Finance Incorporated Limited. We value and support each other in every way we can.

The Role

Responsibilities include but not limited to:

• Managing the day-to-day activities of the Customer Support team;
• Managing the customer support team and be part of the recruitment process;
• Assisting in the drafting of new polices and build new procedures for the department;
• Managing general communications with clients;
• Developing process improvements, focusing on smarter, more efficient ways to elevate the clients’ experience;
• Collaborating and liaising with different departments to help deliver for clients;
• Working towards achieving the Company targets and reaching the department KPIs;
• Conducting thorough analysis of customer services and traffic patterns to monitor account health;
• Acting as central point of escalation;
• Reviewing the client journey, identifying areas of development and liaise internally as well as with clients to overcome issues and achieve goals;
• Gathering feedback from clients and liaise with the product development team to ensure changes for improvement;
• Attending to any ad-hoc requests as they arise;
• Other tasks assigned by the persons the Employee is subordinated to, presently the COO.

About You

Experience & Qualifications:

• Previous work experience in a similar position;
• Experience in the financial sector would be considered as an asset.
  
  

Skills:

• Strong coaching and leadership skills;
• Ability to motivate employees and having a high degree of patience;
• Ability to remain clam under pressure and prioritise simultaneous requests while always maintaining customer focus;
• Excellent verbal and written communication skills (English);
• Exception interpersonal, customer service and conflict resolution skills;
• Be able to work on his/her own initiative and have excellent time-management skills;
• Be a good team player and understands the necessity of keeping a dynamic working environment.