Customer Service Manager

About the Role:We are seeking a Customer Service Manager with a visionary approach to lead our customer service operations. If you're ready to guide a team towards delivering unparalleled customer experiences in a fast-paced, tech-driven environment, your next big opportunity awaits! Join us in this key role, where your leadership skills will 'Versa-fy' user's expectations and loyalty.The Game Plan:Provide support to users on all available channels (e.g chat, call, emails, social networks):Monitor and adhere to KPIs and SLAsManage and update FAQs (customer knowledge base) across all channelsDesign, implement and evaluate strategies, processes and systems to enhance satisfaction and loyaltyStay updated on all Versa products and services to provide accurate and updated information to users:Constantly uphold Versa's brand image and voiceLead, train, mentor a team of customer service representatives:Monitor and evaluate interactions with usersSet clear team goals and metrics and regularly review to gauge successUse data-driven insights to drive improvementsAct as a bridge with other teams/stakeholders, ensuring understanding of users needs and expectations[Apply now at; JOB REQUIREMENTS: Who we are looking for:Proven track record in managing customer service team(s):Completed tertiary education in related program with minimum 5 years of experience within financial services sectorProficient in MS Office, Google Suite and familiarity with CRM software(s) (Zendesk preferred)Exceptional communication skills with the ability to calmly handle challenging customer situations