Customer Service Manager
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Customer Service Manager
Employment Status: Permanent Full-Time
Finitera Investments is now accepting applications for available job positions at its subsidiary startup company, Monego LLC.
Monego LLC is a fintech company providing a scope of financial services, including payday and consumer loans operating in emerging markets. Based on the proven experience in the industry and head office in Prishtina, the company aims to offer consumer finance and microfinance services to private individuals with the most convenient borrowing process for the customer.
With a team that consists of fintech, IT, and customer care professionals who are experts in their field, Monego LLC provides an innovative, friendly and supportive environment, and an opportunity to learn and develop professionally. Due to geographic expansion, we are inviting ambitious professionals to apply for the position of Customer Service Manager.
The Company will provide:
•High technology devices and tools
•Career development opportunities in a rapidly growing company
We are looking for a professional Customer Service Manager to plan, direct and coordinate the organization’s Customer Service Department. The Customer Service Manager will be responsible for managing a team of customer service staff and ensuring that the company’s politics and values are transmitted to the end customers, as well as assisting in the implementation of effective methods and strategies to. This position is responsible for developing the call center, leading a team of customer care specialists, designing motivation schemes, opening branches, training employees and more.
Customer Service Manager will have to be a versatile, energetic, and have an indomitable attitude towards reaching and going beyond objectives. Additionally, the perfect candidate is expected to show leadership and self-initiative qualities.
•Reporting directly to the General Manager
•Managing a team of experienced customer service professionals
•Responsibility for weekly / monthly risk and call center reports
•Writing procedures and user manuals for delegated departments
•Defining ways of measuring customer satisfaction and improvement of services
•Investigating and solving customers’ problems
•Handling fully customer complaints or any major incidents
•Recommending new actions for improving efficiency of the business module
•Managing budgets and costs effectively in respect of the planning process.
•Managing campaigns and product promotions in cooperation with Marketing and Legal department
•Hiring, training and motivating team
•Developing bonus schemes for employees
•Implementation of any new policies and procedures relating to the customer service process.
•Leadership – leading teams from different departments to achieve organizational goals.
•Communication – ensuring that communication is ongoing and effective between different departments.
•IT – keeping up to date with IT systems in the workplace while having an understanding of emerging technologies.
•Presentation – Presenting ideas and results to the board of directors across the business including staff and senior management.
•Team working – fostering an environment of teamwork to ensure that all services are delivered on time and company goals are met.
•Initiative – The ability to work alone and take a lead when hurdles arise or when tasks require completion.
•Planning - staying ahead and ensuring that plans for the future are clearly labelled out for everyone to follow.
•Problem Solving – adapting to the ever-changing environment and reacting quickly to meet challenges.
•University diploma in Finance, Management, Economy, or similar.
•Proficiency in Albanian and English language
•Proven track record of managing and leadisng a team for at least 2 years
•Knowledge of lending industry will be an advantage
•Knowledge of IT and system integration will be an advantage
•Outstanding communication and people skills
•Problem-solving, planning and analytical skills
•High level of numeracy and attention to details
•Proficiency in using CRM software
•Complete proficiency in the Microsoft Office Suite
•Master’s degree in Business Administration, Finance, Management, Economy will be an advantage
The company is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or gender.
If you feel you are the right candidate that can build a strong focused company culture please forward your CV and English motivational letter (Optional) to the email address:
Application deadline: 23.07.2017
We look forward to considering you.