وظائف المغرب

مطلوب مدير خدمة العملاء  لدى Taptap Send في الدار البيضاء

مطلوب مدير خدمة العملاء  لدى Taptap Send في الدار البيضاء سطات ، المغرب

Customer Service Manager (Casablanca, Morocco)

Our Mission

Reduce inequity by helping immigrants move money home by becoming the leading cross-border fintech for immigrants.

The Team

-> Founded by Harvard grads / 3rd-time founders — also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO).

-> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) — we like moving fast, and we hire people that do as well.

-> Driven by mission, guided by values (see below) – in deed, not just word.

-> Team as global as the mission, >30 languages from 25 countries (i.e., if you’re interested in learning to make Chicken Moambe, we’re the place).

About Us

Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman’s words or TechCrunch article (outdated)

إقرأ أيضا:مطلوب مدير الإنشاءات لدى Bob’s Discount Furniture في الدار البيضاء

Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Its first product, Taptap Send, allows immigrants to send money home instantly and with no fee, saving money in the process. With a formal market size of >700B alone, we’ve got a lot more saving to do for our users. And that’s just the beginning….

The Role

As Customer Service Manager, you’ll help Taptap Send scale up our customer service presence in Morocco.

As our first customer service employee in Morocco, you’ll be doing the following

  • Recruit, train, and onboard new customer support agents and team leads
  • Set team goals (e.g. customer satisfaction) and provide day-to-day coaching and workforce management of junior manager
  • Create and implement new ways to improve customer service experience
  • Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems, and managing system and process improvements
  • Adaption of service procedure, policies and standards to a Moroccan context
  • Handle customer concerns and ensure all cases are resolved promptly and to the highest standards
  • Champion of Taptap Send values

Requirements

إقرأ أيضا:مطلوب رئيس التحكم في النبات لدى شركة سيمنز جيمسا
  • Bachelor’s degree
  • Demonstrated experience (e.g. 3 to 4 years) setting up, scaling, and managing a multi-channel call centre (e.g. hiring and onboarding staff, setting up systems)
  • Proficiency in analysing and interpreting data via business intelligence tools (e.g. Tableau, Mode)
  • Solid understanding of customer service software. Familiarity with Zendesk ideal
  • Excellent communicator
  • ‘No task too small’ mentality and willingness to delve into gritty details to get things done
  • Proficiency in Excel required
  • Fluent English and French required. Fluency in Arabic, Italian, or Spanish a plus
  • Right to work in Morocco required

Benefits

إقرأ أيضا:مطلوب مدير مجتمع أول لدى شركة Agence Digitale
  • Competitive salary
  • Learning and Development budget for your professional development needs
  • Taptap equipment (laptop, accessories)
  • Headspace Subscription
  • Work from home desk stipend
  • Flexible hours
  • Regular team events

Taptap values

  • Impact first.
  • Team next.
  • Accept reality, propose solutions.
  • Win with grit.
  • Be proactively candid, with yourself and others.
  • Love the particular.
  • Own it.
  • Create positive energy. Maybe, even have fun.

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