Jayapay Hiring! Full Time Customer Service Manager in Federal Territory - Ricebowl

The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.

Responsibilities

Customer Service Manager

Key Responsibilities

1. Team Management & Operations

• Oversee the daily operations of the customer service center, including workforce scheduling, shift planning, and resource allocation to ensure operational efficiency and achievement of Service Level Agreements (SLAs).
• Supervise, guide, and support team members to maintain high service standards and ensure compliance with established procedures and operational guidelines.

2. Service Quality & Process Optimization

• Develop, implement, and continuously improve customer service workflows, standard operating procedures (SOPs), standardized response scripts, and knowledge base resources.
• Monitor customer service interactions, including calls and live chats, to evaluate service quality and provide tailored coaching and constructive feedback.
• Analyze customer feedback and complaints to identify service gaps and operational bottlenecks, and collaborate with cross-functional teams to implement effective, long-term solutions.

3. Team Training & Talent Development

• Lead onboarding and initial training for new customer service employees, as well as ongoing training programs to enhance existing team members' knowledge and skills.
• Establish Key Performance Indicators (KPIs), conduct regular performance reviews and one-on-one coaching sessions, and drive continuous performance improvement.
• Motivate team members, identify high-potential employees, and develop team leaders to build a high-performing, professional, and cohesive customer service team.

4. Customer Relations & Risk Management

• Personally handle or oversee the resolution of major customer complaints, complex cases, and emergency incidents, ensuring timely and effective resolution.
• Maintain a strong understanding of payment industry regulations, compliance requirements, and risk control policies to ensure all customer service operations adhere to applicable standards.
• Represent the voice of the customer by communicating customer needs, recurring issues, and product improvement recommendations to the Product, Technology, Risk Control, and other relevant departments.

5. Data Analysis & Performance Reporting

• Track, monitor, and analyze key customer service performance metrics, including SLAs, response and resolution times, customer satisfaction, and team productivity.
• Prepare regular customer service performance reports, providing management with insights into team performance, customer trends, operational challenges, and improvement initiatives.
• Develop and implement data-driven action plans to enhance service quality, operational efficiency, and overall customer experience.

Qualifications

• Bachelor's degree or equivalent experience
• 3+ years' of customer service
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)