Customer Service Supervisor
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Job Details
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Job Description
About Thndr
Thndr is a YC-backed fintech that is leveraging technology to democratize investing in the MENA region. We received the first brokerage license to come out of Egypt since 2008 and launched the first and only digital brokerage in Egypt. Today, our users can invest in Egyptian mutual funds and publicly listed companies. Our immediate focus areas are education, removing barriers, building an intuitive platform and expanding our available investment products.
We strongly believe that everyone should have access to financial services that would allow them to achieve financial independence, regardless of age, gender, location or socioeconomic class; and are laser focused on fulfilling this mission.
For the people who use Thndr, our app represents a seamless way for them to achieve financial independence and growth, without the need to have prior financial knowledge or access to huge capital.
About the role
- We're looking for someone to supervise our customer support team and to create processes to ensure our quality levels are being achieved.
- This person will be overseeing and training our customer support agents, as well as investigating and solving product and service complaints.
Job Requirements
Day-to-day activities
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback and coaching
- Training customer support team in areas of customer service and company policies
- Managing customer flow to ensure proficient customer service
- Creating a quality assurance process to ensure all customer queries and issues are handled timely and effectively
- Investigating and resolving customer service complaints (this includes making calls to customers who are upset or facing issues)
- Assisting with the development and implementation of service policies, and explaining these to staff and customers
- Collecting data and preparing reports on customer complaints and inquiries
- Preparing weekly reports summarizing the assigned customer service team's performance
- Preparing knowledge-based documents such as summaries and responses to frequently asked questions
- Identifying opportunities to update or improve customer service procedures and making recommendations to the Customer Experience Lead
- Performing other related duties as assigned
Critical skills
- Proficient knowledge of customer service, and standard office practices and procedures
- Excellent written and verbal communication skills, in English and Arabic
- Ability to stay calm when customers are stressed or upset
- Customer orientation and ability to adapt/respond to different types of characters
- Quick and enthusiastic learner
- Excellent prioritization and time management skills
- Adaptability and accountability
- Finance background is a plus
- Uncompromising integrity and strong dedication to professionalism
- Strong sense of ownership and responsibility
- Available to work shifts
