Interswitch East Africa Recruitment 2018 for Customer Service Executive, Application Details

Interswitch East Africa Recruitment 2018 for Customer Service Executive, Application Details

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Applications are invited from suitably qualified applicants for Interswitch East Africa Recruitment 2018. Interested applicant(s) ought to follow the details and procedures on this page to secure this opportunity.

Interswitch East Africa Recruitment 2018

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. The company started operations in 2002 as a transaction switching and electronic payments processing company that builds and manages payment infrastructure as well as delivering innovative payment products and transactional services throughout Africa. Interswitch has demonstrated consistent, strong and profitable growth since the business was founded. This strong growth has enabled Interswitch to expand into more sectors and country markets than any other payments company in Africa.

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

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Experience

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

How to Apply

Interested and qualified? Go to Interswitch career website on www.linkedin.com to apply

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