Customer Service Executive
Organization: Interswitch
Location: Kampala, Uganda
Position: Full-time
About Interswitch:
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 organizations on a timely and consistent basis. Our vision is to build an Africa where payment is a seamless part of everyday life.
Key Responsibilities:
- Prompt resolution of first and second-level support issues and customer inquiries
- Distribute bulk messages for events, campaigns, system updates, and security notices
- Ensure customer service excellence and adherence to Operational Level Agreements (OLAs)
- Troubleshoot and communicate regarding system downtimes, coordinate with third-level support for resolutions
- Maintain customer satisfaction through direct engagement and relationship management, including site visits
- Manage CRM tool accessibility and call system issues
- Log issues and maintain performance statistics in the CRM
- Collaborate with Quality Assurance to manage communication templates for system downtimes
- Address escalated corporate and consumer requests, transaction confirmations, reversals, and investigations
- Coordinate with Service Management for complex issue follow-ups
- Generate weekly performance reports, analyze results, and organize knowledge sharing sessions to enhance team expertise
Education:
- HND/BSC in Administration, Sciences, Social Sciences, Engineering & Humanities
Experience:
- Minimum of 1 – 2 years in a customer service role
Additional Information:
- Conflict resolution
- Proactive approach
- Customer management
- Product knowledge
- Stakeholder Management
- Knowledge of CRM Software
- Business Acumen
- Customer Relationship Management
Application Deadline: 30th July 2024
How to Apply:
Send your applications to hr.ug@interswitchgroup.com
Industry: Telecommunications
Location: Kampala, Uganda
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