Customer Service Executive – Interswitch

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