Customer Service Manager at Givva Wealthtech Limited
- @TrendyJobbers | HR Outsourcing
- Full-time
- Posted 8 hours ago
- Apply Before: August 31, 2026
- 0 Click(s)
- View(s) 12
Job Detail
-
Job ID 1021459
-
Experience 5 Years
-
Qualifications Degree Bachelor
Job Description
Key Responsibilities
- Manage customer service department and operations while driving a customer-centric culture across the business, ensuring all clients and partners receive timely and quality support.
- Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment to deliver best-in-class customer support across Givva’s diverse financial products and services.
- Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies to maximize customer satisfaction and regulatory compliance.
- Handle escalated issues, including emerging service disruptions, system outages, or high impact customer complaints, ensuring follow-through and clear feedback to frontline teams.
- Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with Givva’s brand voice and regulatory standards.
- Oversee customer onboarding operations, leading the onboarding team to deliver smooth, efficient, and customer-satisfying experiences.
- Analyze customer trends and performance data to inform operational adjustments, enhance service delivery, and align processes with evolving client needs.
- Champion people management, ensuring compliance with policies, performance monitoring, and corrective action (including disciplinary processes where necessary).
- Drive engagement and inclusion across 100% remote and hybrid teams through structured feedback loops, communication, and motivational strategies.
- Collaborate with leadership and cross-functional teams to enhance internal and external customer satisfaction, boosting Net Promoter Score (NPS) and Customer Effort Score (CES).
- Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards on campaigns, SLAs, escalations, and customer insights.
Requirements
- Bachelor’s degree in Business, Finance, Management, or related field (Master’s or professional customer service certification is an added advantage).
- A minimum of 5 years’ experience in customer service.
- Proven leadership and people management skills, with experience managing large teams.
- Strong background in call center operations, workforce optimization, process development, and cost control.
- Expertise in handling escalations, system outages, and high-impact customer complaints.
- Proficiency in CRM systems, call center tools, and reporting dashboards, with strong analytical and reporting skills.
- Excellent communication and stakeholder management skills, with the ability to collaborate across departments.
- Knowledge of fintech operations, financial products and regulatory compliance requirements.
Related Jobs
-
Published 8 hours ago
Key Responsibilities Prepare commercial quotations for parts, repairs, and replacements identified by the Support team during preventive maintenance visits and call-outs. Track ...
-
Published 2 weeks ago
Key Responsibilities Customer Engagement & Relationship Management Serve as the first point of contact for all customer inquiries (walk-in, phone, email, digital channels) <...
-
Published 3 weeks ago
Job Purpose This position will be responsible for managing transit shipments through the Port of Mombasa, with a primary focus on cargo destined for ...