Customer Service Manager
AI summary
Givva Wealthtech Limited is hiring an experienced Customer Service Manager to lead customer service operations, manage support teams, improve service processes, handle escalations, and oversee customer onboarding. The role requires strong leadership, analytical, and stakeholder management skills, with fintech experience being an advantage. Applicants need a Bachelor's degree and at least 5 years of customer service experience.
- Lead customer service operations and support teams
- Oversee customer onboarding and handle escalations
- Analyze performance data to improve customer satisfaction
- Bachelor's degree and 5+ years experience required
- Fintech operations experience is an added advantage
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, finance, Customer ServiceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Givva Wealthtech Limited and the role in Not specified.
- Add concrete examples related to call_center, finance, Customer Service, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobOpenings.co.ke; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- JobOpenings.co.ke
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Manager role in call_center, finance?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Givva Wealthtech Limited before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Givva Wealthtech Limited is seeking an experienced Customer Service Manager to lead its customer service operations and drive a strong customer-centric culture across the organisation. The successful candidate will oversee customer support teams, improve service processes, manage escalations, strengthen customer onboarding and use performance data to enhance customer satisfaction.
The role requires strong leadership, customer service, analytical and stakeholder management skills, with
Experience
in fintech operations being an added advantage.
Key
managing large customer service teams.
Strong knowledge of call centre operations and workforce optimisation.
in process development and cost control.
Strong escalation and complaint management skills.
handling system outages and high-impact customer issues.
Proficiency in CRM systems, call centre tools and reporting dashboards.
Strong analytical and reporting skills.
Excellent communication and stakeholder management skills.
Knowledge of fintech operations, financial products and regulatory compliance is an advantage.
About Givva Wealthtech Limited
Givva Wealthtech Limited is a Kenyan social enterprise and wealth technology company focused on building stronger communities through technology and financial information. The organisation seeks to help communities develop their collective potential while fostering trust and financial empowerment.
Method of Application
Interested and qualified? Go to https://givva.world/career/?utm_source=MyJobMag to apply
For more job description visit: jobopenings.co.ke
Strong communication skills
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Customer Service Manager at Givva Wealthtech Limited
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Customer Service Manager at Givva Wealthtech Limited
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Quick Info
Type
Job
Company
Customer Service Manager at Givva Wealthtech Limited
Nairobi
Rolling Basis
Open until filled
Responsibilities
The Customer Service Manager will oversee customer service operations and ensure clients and partners receive timely, professional and high-quality support. The role will involve developing and improving service processes, policies and procedures to enhance customer satisfaction while maintaining compliance with applicable requirements.
The successful candidate will manage escalated customer complaints, system outages and other high-impact service issues, ensuring that problems are resolved promptly and appropriate feedback is provided to frontline teams.
The role will also involve overseeing customer onboarding operations, ensuring customers receive a smooth and efficient onboarding experience. The manager will analyse customer trends, service performance and operational data to identify opportunities for improvement.
The successful candidate will be responsible for people management, including performance monitoring, team engagement, communication and corrective action where necessary. They will also work with leadership and other departments to improve customer satisfaction, Net Promoter Score (NPS) and Customer Effort Score (CES).
The position will further involve preparing and reviewing daily, weekly and monthly performance dashboards covering campaigns, service-level agreements, escalations and customer insights.
Qualifications and
Requirements
- Applicants should have:
- A Bachelor’s Degree in Business, Finance, Management or a related field.
- A Master’s degree or professional customer service certification is an added advantage.
- At least 5 years of customer service experience.
- Proven leadership and people management experience.
- Bachelor's degree in relevant field
- 3+ years