Customer Service Executive at Interswitch

Key Responsibilities:

• Operations
  • Ensures the timely resolution of 1st level support related issues in the contact centre by attending to customers’ issues and queries
  • Resolves 2nd level support issues and liaises with other support divisions to provide excellent support services
• Forward bulk SMS messages to corporate customers & staff during holidays and events that has been drafted and approved by Head, Shared Contact Centre such as:
  • Customer Service week
  • Trainings
  • Campaigns
  • System downtime
  • System upgrade
  • Staff Security
• Delivers superior customer service at each point of interaction with the customer & responds promptly to customer issues within agreed SLAs (Service Level Agreement)
• Facilitates 1st and 2nd level trouble shooting for issues regarding downtime and communicates with the 3rd level team on resolution
• Works closely with customer experience to ensure customer satisfaction, participates in site visits to customers in order to foster better relationship management
• Liaises with the Quality Assurance team, in order to maintain templates for downtimes to be communicated both externally and internally
• Resolves escalated issues and bulk requests from Corporates and Consumers and assists with reversals, confirmation of transactions and second level investigation
• Liaises with the Service Management Team for issues that require further assistance / follow up
• Performs manual reversals for failed transactions from customers
• Manages downtime incidents and liaises with the Platform Integrity Team to communicate the details to customers
• Resolves challenges with regards to inaccessibility of the CRM tool, and inability to log on to Cisco(for call related requests)
• Logs in issues and their completion status on the CRM
• Extracts performance statistics of agents from CRM
• Prepares weekly reports showing performance statistics, performs an analysis of results and computes findings, for performance management and possible scheduling of knowledge sessions
• Engages in knowledge sharing sessions internally with the team to share recurring cases and improve general subject matter expertise
• Liaises with the product managers for further assistance on customer requests

Academic Qualification(s)

Minimum of a Bachelor’s Degree / HND in Administration, Sciences, Social sciences, Engineering or Arts

Professional Qualifications

Any relevant professional qualification

Experience

Minimum of Three (3) years in a customer service role with a focus on Information Technology