Customer Support Manager

A. Execute and contribute to the formulation of Afrimoney marketing strategies

 Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels;
 Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience;
 Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives;
 Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer and agent relations;
 Responsible for Agents onboarding ensuring that KYA is accordance to regulatory;
 Give support to Agents on day to day needs;
 Training and educating staff on customer-centric approaches and best practices to foster a customer/ agent-focused culture throughout the organization
 Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and Afrimoney Director, GSM Customer Experience Director and stakeholders
 Briefing, liaising, coordinating, and distributing the needed info with the various owners (commercial, technical, customer care, and HO) regarding any marketing activity (product, promo, pricing, etc. new/change/discontinuation)

B. Performance review and presentation

 Periodic and continuous performance tracking of product portfolio
 Daily and periodic reporting on any deviation or foreseen deviation from forecasts and or change in campaigns parameters or dynamics
 Daily onboarding agents and their activity.
 Tracking and reporting on the performance of ongoing campaigns and promotions

C. Coordination with the GSM CX Team

 Develop effective collaboration with the GSM Customer Experience and call center Team to align the campaigns and synergies

 Bachelor’s degree in social sciences, finance, Marketing, or related field
 Master’s in business administration or any Marketing related field would be an additional qualification
 5 years’ of relevant experience as a Customer Experience Manager
 Proven experience in handling and manage Call centers and back-office teams
 Excellent leadership and communication skills
 Planning and execution skills
 Strong communication skills
 Angolan and Africa business landscape
 Customer management
 Ability to speak English and Portuguese will be an added advantage
 Critical thinking
 Results driven
 Market orientation
 Strong execution capabilities
 Stakeholder management
 Managing through complexity
 Strong interpersonal relationship skills
 Problem Solving

The Customer Support Manager is responsible for the development and execution of the Afrimoney Customer Experience Plan and the Process.

The role holder is responsible for conceiving, developing, and executing customer experience plan and strategies for delivering timely and excellent services to customers and Agent, meeting the SLA and regulatory requirements and contribution to customer base and revenue growth.

The role holder will oversee day-to-day operational tasks, such as the quality of customer service across all channels, call center (inbound and outbound), retail stores and agents by supporting end users and the team with right tools. Validate KYC and KYA and onboard agents, super agents and Essentially, the Customer Support Manager takes ownership of Afrimoney country wide Customer experience activities and drives campaigns, retention, and other associated support to Customer and Agents.