Customer Service Manager

As the Customer Service Manager, you will be responsible for overseeing and managing our Customer Service operations to ensure exceptional service delivery and customer satisfaction. You will lead a team, set performance goals, and implement strategies to enhance the overall customer experience oriented to the Educational Industry. Additionally, you will work closely with Operations, Sales and Compliance Department to address customer concerns, resolve issues, set goals and identify opportunities for process improvement. 

Key Responsibilities:

• Lead and manage the Customer Service team to ensure high-quality service delivery and customer satisfaction.
• Handle escalated customer inquiries and complaints in a timely and professional manner, striving for first-contact resolution whenever possible.
• Analyse performance data to identify areas for improvement and implement corrective actions.
• Provide training and support to the Customer Service teams to develop their skills and knowledge.
• Develop and implement Customer Service policies, procedures, and standards to ensure consistency and efficiency.
• Set performance goals and KPIs for the Customer Service team and monitor performance to ensure targets are met or exceeded.
• Work with other departments, such as Sales, Compliance and Operations, to address customer issues, resolve problems, and improve processes.
• Stay up-to-date with industry trends, best practices, and technologies to continuously improve the Customer Service function.
• Prepare regular reports and presentations on Customer Service performance, trends, and initiatives for the board.
• Ensure compliance with all legal, regulatory, and company policies and procedures related to educational industry
• Give support to Sales Department on the onboarding process with new schools and /or agencies
• Check with the Compliance Department the completion and accuracy of KYC data received
• Assess AML risk scenarios and escalate to Global Financial Crime (GFC) as required
• Collaborate with clients to understand their needs and provide tailored solutions.

Qualifications:

• Bachelor's degree in Finance and/or Economics or similar, Project Manager Diploma desirable
• Native Spanish Speaker
• 2 years of experience in Customer Service management within the education industry.
• Previous experience working in the Financial Services Industry is highly desirable
• Experience analysing and interpreting statistical and performance-related data. Ability to analsze complex financial transactions, detect suspicious activities, and escalate issues appropriately.
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Strong understanding of legal and regulatory requirements related to KYC and AML
• Experience in using KYC and AML software, databases, and tools for customer screening, due diligence, and risk assessment.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant software applications.