This is a perfect opportunity to participate in an entrepreneurial adventure that will lead to the future stars of the web universe.

Job Description:

• Reporting to the Head of Customer Service, the incumbent of this role will be responsible for taking ownership of a wide range of concerns, issues, and complaints from our customers and ensuring they are resolved in an efficient and professional manner in line with the SLA
• Handle all escalated customer issues from the CS Agents with the objective of resolving within set SLA period.
• Provide relentless focus and discipline to drive coordinated, systematic and sustained organization-wide customer experience programme.
• Identify the root cause of any customer issues and highlight them to the relevant area or department of the business.
• Daily report to the CS Manager on Issues logged in.
• Submit weekly and monthly issues report. Liaise with different department and section heads to ensure customer concerns are addressed fully and in line with the CS Processes and Policies.
• Highlight concerns that impact Customer Experience.
• Implement customer centricity throughout the whole CS department.
• Carry out a trend analysis of the customer issues with an overview of advising CS Manager & MD on what needs to be improved on.
• Communicate all process; client changes and notifications to agents in a timely manner.
• Provide Subject Matter Expertise support to agents.
• Carry out any other ad hoc duties as requested by Manager from time to time.
• To motivate the team to provide a first class service to all our customers

• Extensive experience in a Call Centre environment
• Excellent Issues Resolution skills & Complaint Handling skills.
• Detailed understanding of Call Centre processes & KPIs
• Strong people leadership
• Team player
• Ability to evaluate and prioritize work accordingly
• Good reporting and presentation skills with a keen eye for detail
• Have an ability to influence and collaborate with a team
• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
• Personal drive with a sense of urgency
• Ability to demonstrate strong commitment to managing initiatives to a successful conclusion
• Good use of Microsoft Excel, Word & PowerPoint Office suite.
• Proactive and lively nature, creative
• Understand and reinforce the organization culture amongst employees
• Perfect English

• A unique education in scaling new internet concepts
• Become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures