Customer Service Team Lead at SPENN

Career Opportunity

Job Title: Customer Service Team Lead
Reports to: Customer Service Lead – EAC
Location: Zambia

About SPENN

SPENN is a global Mobile Banking App developed by Blockbonds AS, a Norwegian Fintech company. Through the SPENN app, everyone can access services such as; payments to anyone, anywhere, shop in local stores, e-commerce, saving money and investment capabilities secure, instantly and free. The SPENN app is completely free to download and use. We believe that everyone should have equal access to banking services. If you share our values, we would love to have you on board our team, and commonly work towards success for our brand!

SPENN is a global mobile Banking App with a vision to give banking access to everyone, regardless of demographical, sociocultural and geographical factors. SPENN currently has a presence in 4 markets in Asia and Africa. We use our own payment solution to pay for all costs within the company.

Position Overview

We are looking for someone capable of taking responsibility of all customer service related issues throughout Zambia market. The role addresses customer’s inquiries, issues and concerns through email, chat, social media and even phone.

As the customer support team lead (CSTL), you must possess strong leadership skills and a good team player. You must have the ability to train and couch staff, create and maintain routines, form and develop the customer support department in Zambia, in a structured and systematic way.

We expect a high quality of work, and need someone to take the responsibility that comes with this role. As the CSTL, you will be a part of an amazing global Customer Service Team who strives to offer first-rate service to our customer’s and where ideas can be shared and improvements can be made.

Duties & Responsibilities

• Maintain a high level of customer satisfaction in all general inquiries, account status and technical concerns
• Develop and maintain all accounts and portals used by customer service department in Zambia
• Develop, create and maintain routines for the service department in Zambia
• Provide daily, weekly, and monthly reports with summaries on major issues
• Lead a team of customer support agents, and motivate them to deliver targets
• Staffing and training of new and existing customer service employees
• Constantly seek improvements in operations efficiency
• Meets the agreed KPI’s
• Other related duties as assigned

Skills & Qualifications

• Minimum 4 years of experience in Customer Support or equivalent
• Leadership experience
• Excellent verbal and written communication skills
• Degree in communication/ commerce/ business or equivalent
• Understand and can manage CRM systems
• Able to type quickly and accurately
• Willingness to work a flexible schedule in a start-up environment
• Able to work independently while being a team player
• Punctual, reliable and with genuine concern to help customers
• Proficient in computer use

Company Perks & Benefits

• Mandatory government payments
• Paid leaves
• Sufficient equipment
• Great work environment
• Working for a socially good cause
• Growth in global tasks and responsibilities

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