Set-up of the KongaPay support helpdesk, team, processes and infrastructure.
Should have a comprehensive understanding of the payment platform and cascade the information to all team members
Should be able to escalate all customer and business affecting issues to the relevant departments.
Should understand how best in class practices work and should be able to adapt to suit local environment.
Performance Management – Writes and conducts performance evaluation, sets performance goals and objectives for the team to align with both departmental and business objectives.
Recruits new staff and schedule existing staff to meet service level objectives.
Excellent management skills for the purpose of resolving employee and customer complaints.
Ability to apply new ways to develop the platform for better customer experience.
Liaise with partner banks on escalated issues on behalf of customers.
Facilitate scheduled campaigns to acquire new customers to the platform.
Resolution of KongaPay customers complaints in order to drive retention.