Customer Support Team Lead

Responsibilities
Adopt, adapt and improve customer service procedures and handbooks, according to the local market.
Develop communication channels and procedures for escalation with overseas technical support.
Develop and manage a team of highly trained CS staff for eventual 24×7 operations.
Maintain a high level of customer satisfaction in all general inquiries, account status, and technical concerns.
Constantly develop the CS department, in cooperation with Management.
Submit progress and performance reports as requested.
Achieve specified KPIs for the department.
Collaborate with other departments to improve overall efficiency.
Adhere to Company policies and protect the company reputation.
Job Requirements
Bachelor’s degree in a relevant field from an accredited University/College required
2-5 years’ experience specializing in Customer Service or equivalent position
Excellent writing, presentation and communication skills in English and relevant local language(s)
Able to type quickly and accurately
Willingness to work a flexible schedule in a start-up environment
Punctual, reliable and with genuine concern to help customers
Capable of learning CS software and proficient in standard Microsoft suite
Positive attitude, detail and customer oriented with good multitasking ability
A team player, who can work with the Country Manager and other department chairs to formulate a cohesive strategy and implementation plan
The ideal candidate is one who touches the lives of the unbanked and under-banked on a daily basis, and can relate to them on a personal level