What are the responsibilities and job description for the Customer Service Support Manager position at Tekcard Payments?
About Us:
Tekcard Payments is a leading full-service provider in the payment processing industry, offering comprehensive payment solutions nationwide. We are currently seeking an experienced Customer Service Support Manager to lead and enhance our customer support operations. If you have a strong background in customer service management, especially within banking, fintech, or payment processing industries, we want you to join our growing team!
Key Responsibilities:
- Team Leadership: Manage and lead a team of customer service representatives, ensuring high standards of customer care, efficiency, and responsiveness.
- Customer Relations: Handle escalated inquiries and resolve complex issues, ensuring customer satisfaction while aligning with company policies and risk management guidelines.
- Operational Oversight: Continuously review customer service procedures to optimize processes, enhance service quality, and maintain compliance with payment industry standards.
- Collaboration with Risk & Sales Teams: Work closely with Risk Analysts, Underwriters, and Sales Teams to facilitate smooth onboarding, account management, and proactive resolution of merchant-related issues.
- Training & Development: Provide regular training, mentorship, and coaching to customer support staff to build knowledge in payment processing operations and best practices.
- Performance Analysis & Reporting: Regularly analyze customer service metrics and prepare detailed reports for senior management, highlighting trends, challenges, and opportunities for improvement.
Qualifications:
- Experience: 3 years in a customer service management role, ideally within payment processing, banking, financial services, or fintech sectors.
- Education: Bachelor’s degree in Business Administration, Finance, Communication, or a related field.
- Problem-Solving: Proven ability to identify and resolve issues effectively, maintaining balance between customer satisfaction and business objectives.
- Communication Skills: Exceptional verbal and written communication skills for effective engagement with both internal teams and external clients.
- Analytical Ability: Strong capability to analyze customer service metrics and proactively implement solutions for continuous improvement.
- Technical Familiarity: Knowledge of CRM platforms, ticketing systems, and an understanding of payment processing technologies and compliance standards.
Additional Requirements:
- Proficient with PC operations, multitasking capabilities, Excel, spreadsheets.
- Willingness to work overtime and full-time schedule.
- Valid driver's license required.
Why Join Tekcard Payments?
- Growth Opportunity: Be part of an innovative company with excellent career advancement opportunities as we continue to scale operations.
- Collaborative Environment: Work closely with dedicated teams committed to providing exceptional service and supporting merchants nationwide.
- Professional Development: Ongoing opportunities for learning, training, and enhancing industry-specific expertise.