GWL
Givva Wealthtech Limited
Customer Service Manager at Givva Wealthtech Limited
Nairobi, NairobiKenyaFull TimeMid-Senior Level
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Givva Wealthtech Limited
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Key Responsibilities
Manage customer service department and operations while driving a customer-centric culture across the business, ensuring all clients and partners receive timely and quality support.
Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment to deliver best-in-class customer support across Givva's diverse financial products and services.
Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies to maximize customer satisfaction and regulatory compliance.
Handle escalated issues, including emerging service disruptions, system outages, or high impact customer complaints, ensuring follow-through and clear feedback to frontline teams.
Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with Givva's brand voice and regulatory standards.
Oversee customer onboarding operations, leading the onboarding team to deliver smooth, efficient, and customer-satisfying experiences.
Analyze customer trends and performance data to inform operational adjustments, enhance service delivery, and align processes with evolving client needs.
Champion people management, ensuring compliance with policies, performance monitoring, and corrective action (including disciplinary processes where necessary).
Drive engagement and inclusion across 100% remote and hybrid teams through structured feedback loops, communication, and motivational strategies.
Collaborate with leadership and cross-functional teams to enhance internal and external customer satisfaction, boosting Net Promoter Score (NPS) and Customer Effort Score (CES).
Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards on campaigns, SLAs, escalations, and customer insights.
Requirements
Bachelor's degree in Business, Finance, Management, or related field (Master's or professional customer service certification is an added advantage).
A minimum of 5 years' experience in customer service.
Proven leadership and people management skills, with experience managing large teams.
Strong background in call center operations, workforce optimization, process development, and cost control.
Expertise in handling escalations, system outages, and high-impact customer complaints.
Proficiency in CRM systems, call center tools, and reporting dashboards, with strong analytical and reporting skills.
Excellent communication and stakeholder management skills, with the ability to collaborate across departments.
Knowledge of fintech operations, financial products and regulatory compliance requirements.