Customer Support Region Manager - Johannesburg

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Tutuka is an award-winning global Fintech with an enterprise-level, highly scalable, highly secure financial processing system that powers tens of millions of transactions and makes it easy for people to issue, redeem and reconcile prepaid cards all over the world.

We have an amazing Global Customer Support team ensuring that our enterprise customers around the globe receive world-class service of the highest level, and now we need you!

Our customer support team provides high-level support and issue resolution to our clients around the world. Sometimes they will be technical queries, sometimes invoicing queries. The role of the team members is to understand what they can fix themselves, and what needs to be fixed or investigated by another department.

As Tutuka’s Customer Support Region Manager for South Africa, you’ll be leading the department’s vision, growth strategy and continuous improvement, ultimately ensuring our customers are provided with top-quality support. 

Our team is growing and we need an experienced manager to define policies and procedures for the department. By setting clear goals and KPIs you will be able to measure, evaluate and increase performance in the team. Having a strong background in call centre, you bring an in depth understanding of how these operate and your focus will be on coaching to staff accordingly. 

What you get to do:

  • Define department growth strategy, KPIs and policies.
  • Analyze and use data driven insights and customer feedback to drive decision making and process improvement. 
  • Lead meetings with customer support team to communicate company policy and procedure changes as well as discuss department metrics. 
  • Provide input to management on support team performance and present plan for improvement. 
  • Act as cross-functional leader in order to build collaborative relationships with leaders and individuals across various departments

What it takes to succeed:

+4 years management experience in call centre is essential for this role, in order to understand metrics and how they drive performance.

Strategic mindset. You see trends in data and customer feedback which you then use to improve processes and convey them into long-term goals for improving customer experience.

Excellent customer orientation and relationship building at all levels inside and outside of the company.

Technical understanding. You are able to quickly grasp and learn how to work with multiple systems.

Excellent English and great communication skills. You are articulate and can effectively communicate at all levels.

International exposure. You enjoy the diversity of working with multi-cultural teams and customers.

Effective stress management skills. Ability to manage stress as the role can be demanding at times.

 Bonus points:

•   Knowledge of the payment processing industry

Our support teams operate 365 days a year, 24 hours a day, with multiple shifts in multiple locations across the globe, following the sun from eastern hemisphere, across central time zones (including South Africa) to the western hemisphere. The role will require close coordination and daily hand-over from and to the eastern and western hemisphere support teams.

What you can look forward to:

At Tutuka we value making a difference to the lives of the people who work for us and who live in the communities where we operate. As values are important to us, you can look forward to working alongside fellow Tutukans, who share these values. You’ll be part of a team that is passionate about making a difference on a global scale.

We focus on building strong, diverse teams built from different backgrounds,  experiences & identities.

Join the Tutuka team!

Tutuka is an award-winning global Fintech with an enterprise-level, highly scalable, highly secure financial processing system that powers tens of millions of transactions and makes it easy for people to issue, redeem and reconcile prepaid cards all over the world. We have clients in 35+ countries, team members in 30+ countries and process 1B+ USD per year in transactions. 

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!