job description
Join Monee as a Customer Resolution Lead and take the helm of our dynamic Customer Resolution team, ensuring seamless operations across all our innovative financial products. Based in the vibrant heart of Bali, you'll lead a team dedicated to delivering exceptional service, resolving complex customer issues, and driving continuous improvement in our customer experience.
In this pivotal role, you'll collaborate with cross-functional teams to streamline processes, implement best practices, and foster a culture of excellence. Your leadership will directly impact customer satisfaction, operational efficiency, and the overall success of Monee's mission to provide accessible financial solutions.
If you're a passionate leader with a knack for problem-solving and a commitment to customer-centric solutions, this is your opportunity to make a meaningful impact in a fast-growing fintech company. Enjoy the unique blend of professional growth and Bali's inspiring work-life balance.
Responsibility
- Lead and mentor a high-performing Customer Resolution team, fostering a culture of accountability, collaboration, and continuous improvement.
- Oversee the daily operations of the team, ensuring timely and accurate investigation and resolution of customer inquiries and complaints.
- Develop and implement strategies to enhance customer satisfaction, reduce resolution times, and improve overall service quality.
- Analyze customer feedback and resolution data to identify trends, root causes, and opportunities for process optimization.
- Collaborate with product, technology, and compliance teams to address systemic issues and drive product improvements.
- Establish and monitor key performance indicators (KPIs) to measure team performance and operational efficiency.
- Design and deliver training programs to upskill team members on new products, policies, and customer service best practices.
- Act as an escalation point for complex customer issues, providing expert guidance and ensuring resolution.
Qualifications
- Bachelor's degree in Business, Finance, or a related field; advanced degree or relevant certifications are a plus.
- Proven experience (5+ years) in customer service, with at least 2 years in a leadership role within a fintech, banking, or financial services environment.
- Strong understanding of financial products, regulatory requirements, and customer service best practices.
- Exceptional leadership and team management skills, with a track record of developing high-performing teams.
- Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Outstanding communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
- Proficiency in CRM systems, customer service software, and Microsoft Office Suite.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.