Job Opportunity: Head of Customer service

Minti is subsidiary startup company of Finitera Investments, located in Podgorica.

Minti is part of fin-tech group that will be providing a scope of financial services, including payday and consumer loans operating in MNE market. The company aims to offer consumer finance and microfinance services to private individuals with the most convenient, customer – friendly and fastest borrowing process for the customer.

We are inviting ambitious professionals to apply for the position of Head of Customer service. If you are eager to follow newest trends and solutions in the rapidly growing financial business and be part of the big, supporting, friendly team, this might be the opportunity for you!

Main responsibilities:

  • Management of customer service department – call center and branches
  • Recruitment, training, monitoring of performance of call center specialists
  • Management of personnel and their achievements and effectiveness in branch network
  • Workforce management
  • Coordination between different processes
  • Ensuring Customer needs and expectations are met to best industry standards
  • Reduction of Customer dissatisfaction through process improvements
  • Continuous Process improvements to improve operational efficiencies
  • Optimizing customer contacts and up selling/cross selling
  • Administration and execution of Customer Operations approved Budget
  • Assisting in formulation and administering policies to ensure integrity of the Organization
  • Creating, implementing and measuring Customer Operation KPI’s
  • Creating a information push from Customer Experiences to bring about changes through cross functional departments
  • Ensuring Customer issue resolutions are in best standards to meet Customer Satisfaction
  • Ensuring Customer Operation team motivation to deliver best service
  • Report directly to the CEO

Outcomes:

  1. Participating and building up strong team of specialists being dedicated to work and goals / mission of Minti in 2-3 months period, to build a culture of customer service;
  2. Being ready timely for launching phase with a team ready to service in call center and branches, actively being involved in growing branch network;
  3. Participating and expending the department in compliance with business expanding in order to ensure high revenues through the servicing the clients in a best and fastest way;
  4. Keep ahead of industry’s developments and apply best practices to areas of improvement;
  5. Create internal Minti customer service – call center and branches – environment so that Minti becomes a desired place to work promoting owners mind-set throughout Minti;

The ideal candidate will demonstrate:

  • Experience in the area of customer service and customer relationship
  • BA in relevant field
  • Excellent communication and conviction skills
  • Excellent skills in managing time, organization and performing several tasks at the same time
  • High work ethics
  • Enthusiasm, Self-Initiative, Ambition

We offer:

  • An exciting job within a rapidly growing FinTech company
  • Highly qualified, experienced and friendly team
  • Competitive remuneration package
  • Great technical support

If you feel you are the right candidate that can build a strong focused company culture, please apply and submit your cv in English at [email protected]

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