Interswitch is an Africa-focused built-in digital funds and commerce firm that facilitates the digital circulation of cash in addition to the trade of worth between people and organisations on a well timed and constant foundation. We began operations in 2002 as a transaction switching and digital funds processing, and have progressively advanced into an built-in cost companies firm, constructing and managing cost infrastructure in addition to delivering revolutionary cost merchandise and transactional companies all through the African continent. At Interswitch, we provide distinctive profession alternatives for people able to taking part in key roles and including worth in an revolutionary and enjoyable surroundings.

We are recruiting to fill the place beneath:

Job Title: Customer Success Executive

Location: Lagos
Department: Group Core Operations

Job Description

  • The Customer success government position is that of offering L1 help to customer support requests through non-voice channels, utilizing the incident administration and request fulfilment processes, consistent with Service Desk targets.
  • The Customer success government position is answerable for selling the values of the division in. Your dedication to the job description together with dwelling the corporate’s core values. Y
  • our dedication in your ardour for the work you do. Your V-APT (pronounced vee-apt) perspective whereas doing all your job (V – the worth you get; A – don’t combat with an offended buyer; P – you aren’t the issue; T – timeliness is subsequent to godliness).

Responsibilities

  • Customer Service Management
  • Handle complaints, present applicable options and alternate options throughout the SLA and observe up to make sure decision
  • Resolve 90% of all services or products issues by clarifying the shopper’s grievance; figuring out the reason for the issue; choosing and explaining the best resolution to resolve the issue; expediting correction or adjustment; following up to make sure decision through e-mail, customer support portal, social media and different non-voice channels
  • Ability to grasp the shopper’s request and supply correct, legitimate and full info through the use of the best strategies/instruments to realize a satisfying consequence to the shopper
  • Follow communication procedures, tips and insurance policies and makes use of customer-focused metrics to realize a satisfying consequence
  • Ownership and Initiative
  • On-time escalation of points to Level 2 help
  • Case possession whereas the issue has escalated to the Level 2 help and has been mitigated or resolved or till a brand new proprietor has been discovered
  • Focuses on delivering well timed performance and takes duty and accountability for high quality outcomes
  • Broad Product/Service Understanding
  • Aware of the significance to be taught and enhance course of effectivity and customary ways through which processes are optimized
  • Supports particular actions and align particular person expectations to enhance growth processes
  • Performance Management
  • Prioritizes duties and understands enterprise wants
  • Measures the impression of their work and ensures their enter to make sure companies can be found to prospects
  • On-time performance supply, possession and accountability for high quality outcomes
  • Basic data of Interswitch merchandise, transaction processing companies, settlement, dispute, reporting and incident administration and communication course of
  • Understands how prospects use these companies to help them appropriately
  • Basic data of Postillon S1 Portal (Transaction Query transaction identification and transaction hassle capturing)
  • Keeps abreast of fixing and new merchandise or service
  • Continual Service Improvement
  • It’s about studying from what has labored in addition to what has not, being open to vary and enchancment and dealing in ‘smarter’, extra centered ways

Requirements

  • A tertiary qualification (associated to Information Technology) and/ or equal expertise
  • ITIL V3 Foundations Certification (achieved)
  • Other {qualifications} not necessary however acknowledged
  • 1-3 years’ expertise in customer support supply inside a know-how surroundings, ideally a service desk or trouble-shooter position
  • Proven buyer help expertise and monitor file of over-achieving quota

How to Apply
Interested and certified candidates should:
Click here to apply

Application Deadline  14th May, 2021.


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