Service Lead at Inter Africa Transport Forex

Service Lead

Our dynamic and growing company is looking for a Service Lead to join our team. If you live and breath the customer and is ready to work hard to improve customer service processes, this opportunity is great! The purpose of this role is to support the company's customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.

Duties

• Coordination and management of the Service Team to provide 24 hour support to customers.
• Customer & Supplier Service Centre (Support) managed, monitored, and improved by ensuring quality, fast and reliable service
• Track and monitor service levels at sites, stations and customer service centre to ensure customers satisfaction, volume growth and economies of scale
• Maintenance of the admin site from a service perspective
• Deal with and resolve escalated queries from customers while maintaining great relationships and service levels
• Liaison between IT, Finance, Sales and Business
• Ordering and distribution of POS devices
• Reporting
• Key client account management
• Omnibus & FICA Management
• Onboarding of new customers
• Daily cash forecast management

Qualifications, Skills & Experience

• Higher Education Diploma or degree in relevant field of Management or Commerce or equivalent 
• Additional courses in relevant fields will be advantageous
• Valid Passport
• 3 - 4 years proven experience in a similar role
• 1-2 years’ experience leading teams is not negotiable
• Previous experience in multiple currencies is required
• Good understanding of financial and commercial legislation across multiple African territories
• Excellent organisational and analytical skills
• Ability to complete tasks on time with minimal supervision
• Able to work mornings, evenings, and weekends as needed
• Knowledge of health and safety standards
• Strong customer focus: dedication to meeting the expectations and requirements of the customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind