Customer Experience Operations Officer at Interswitch

To oversee coordination functions for the Customer Experience (CX) & Key Accounts Management (KAM) unit and provide required support for the Chief Customer Success Officer. This role will work directly with customers engagement and drive excellent service delivery and achievement of defined team goals.

Responsibilities

• COORDINATION
• Programs – Organise and coordinate tasks related to special events e
• g customer service week, anniversaries, birthdays etc
• Liaise with vendors for delivery of items requested by the team
• Organise merchandising/branded items required by KAM for visits to clients
• Liaise with internal teams within various business lines for deliverables required by CX team
• Work closely with internal departments to co-create new operational advantage and where needed solve challenges that may impact customers
• Handle calendar and schedule management for the team
• DOCUMENTATION
• Track status of received letters, emails, other relevant communication and provide response where necessary
• Ensure complete documentation for processes within the team
• Inventory management
• SUPPORT
• Escalation Management – Monitor and track escalations sent to chief customer success officer and engage support teams required for resolution
• Coordination and set up of meetings & venues in line with the schedule of the CCSO
• Support processes to ensure the team delivers the right products and services to customers in a timely manner
• Collaborate with the internal delivery teams to ensure quality and efficient service delivery and issue resolution

Requirements

• Academic Qualification(s): Bachelor’s degree in business administration or relevant field
• Experience (Number of relevant years): Minimum of 2-3 years’ experience in an administration/coordination role with ability to deliver key results
• Passion for Interswitch and willingness to learn
• The ability to make great slides and speak with confidence and clarity
• Confident in managing up, coordinating with multiple stakeholders and communicating with contacts