Customer Care Manager

4 days ago

Dubai, United Arab Emirates DT One Full time

**About Us**

DT One is the world's leading B2B fintech network powering cross-border VAS remittances to over 5 Billion users across 160 countries. Whether remittance senders choose banks, telcos, digital apps or retail, DT One is there to delivers smarter data-driven mobile solutions, empower financial inclusion and much needed connectivity to ensure that no one is left unconnected.

Founded in 2005, the DT One team is headquartered in Singapore with regional offices in Dubai, Miami, Nairobi and London.

**Overview**

DT One is currently on the lookout for a Customer Care Manager to be based in Dubai, with experience supporting a global company. A career with DT One provides invaluable experience in exciting and rapidly expanding markets and an opportunity to be part of a global company with numerous offices worldwide and a workforce that includes dozens of different nationalities.

Reporting to the Customer Care Director, the Customer Care Manager will lead a team of Technical Support Engineers to provide technical support for different DT One products. In addition, the Customer Support Manager will be responsible for creating a high performance team, managing service levels, driving support improvement initiatives, managing customer escalations and ensuring the highest levels of customer satisfaction. The Customer Support Manager will also be responsible for creating a positive friendly environment which promotes talent retention.

**Key Role Responsibilities**:

- Create a culture of performance, accountability and customer advocacy
- Facilitate individual and team growth and development
- Ensure the highest levels of customer satisfaction
- Coach team members in dealing with customer issues
- Working directly with customers in the management of technical and business impacting issues
- Manage customer and sales escalations to a successful outcome
- Proactive approach to team management, foreseeing issues before they become a problem
- Assist in strategic planning that will meet the changing and future needs of the business
- Maintaining a global approach to customer support issues and management
- Exercise independent thought within defined procedures and practices
- Analyse trends and other data of complaints received in order to improve the level of service provided

**What we are looking for**:

- Solid experience in a customer facing, technical support environment managing successful team and proven people leadership skills
- Experience with multicultural team preferably in a Telecommunications or FinTech industry
- Comfortable working in a matrix environment with customer success focus
- Ability to develop and maintain relationships with customers
- Excellent communication skills in English
- Project management and problem solving skills
- Ability to learn and effectively utilize Customer Support tools/resources
- Inquisitiveness to learn new products and ideas
- Good understanding of web services, API and IP based protocols

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