About SnappPay:

SnappPay is the first and leading BNPL provider in Iran, started in 2020. We are leveraging Financial Technologies to reshape Iranian’s experience of consumer credit.
Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranian by providing them with better, smarter and more efficient solutions for payment and shopping.

 About the Role:

The mission for the non-credit CS team head is to handle complex customer inquiries while mentoring junior team members and, contributing to our customer service excellence initiative. This role combines advanced customer support with leadership responsibilities, requiring someone who can balance expert problem-solving with team development. 

Responsibilities:

• Resolve escalated complaints, and multi-channel inquiries
• Monitor key performance indicators, agents’ performance and provide insights on customer service trend
• Provide training, guidance, and support to new hires and less experienced team members
• Handle difficult customers, sensitive situations, and cases requiring senior-level intervention
• Identify inefficiencies and recommend solutions to improve customer service operations
• Stay current on all products, services, policies, and procedures to provide accurate information
• Monitor and evaluate customer interactions to ensure adherence to service standards

Requirements:

• Proficient knowledge of customer service
• Experience with CRM systems and customer service software
• Proven track record of handling complex customer issues and complaints
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Office Suite (Specially Excel)
• Strong communication skills
• Ability to manage high-pressure situations