Customer Service Manager
8 months ago
**Customer Engagement**:
- Foster a positive and personalized customer experience to enhance satisfaction and loyalty.
- **Issue Resolution**:
- Address and resolve customer concerns, disputes, or issues related to BNPL transactions promptly and effectively.
- Collaborate with internal teams, including finance and operations, to ensure timely resolution of customer concerns.
- **Education and Guidance**:
- Educate customers on the terms and conditions of BNPL services, helping them understand their financial commitments and responsibilities.
- Provide guidance on best practices for successful utilization of BNPL options.
- **Risk Management**:
- Monitor customer accounts for potential risks and proactively identify and address any red flags.
- Collaborate with risk management teams to implement measures to mitigate fraudulent activities.
- **Feedback Collection**:
- Collect customer feedback on their experiences and suggestions for improvement.
- Compile and analyze feedback to provide insights for product and service enhancements.
- **Cross-functional Collaboration**:
- Work closely with other departments, including marketing, sales, and product development, to ensure a seamless and integrated customer experience.
- Share customer insights to contribute to the improvement of BNPL services.
- **Reporting**:
- Generate regular reports on customer satisfaction metrics, issue resolution rates, and other relevant KPIs.
- Utilize data to identify trends and areas for improvement in customer management processes.
- **Compliance**:
- Ensure compliance with industry regulations and standards related to BNPL services.
- Stay informed about changes in regulations and implement necessary adjustments to processes.
**Requirements**:
- Bachelor's degree in business, finance, or a related field.
- Proven experience in customer management, preferably in the financial or fintech industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Knowledge of financial regulations and compliance standards.
- Familiarity with BNPL industry trends and best practices.
Ability to Commute:
- Doha (required)
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