Customer Success Executive at Interswitch

Job Description

• The Customer Success Executive role is that of providing L1 support to customer service requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.
• The Customer Success Executive role is responsible for promoting the values of the group: ASK. A – Accuracy. S – Speed . K – Knowledge.

Responsibilities

• Customer Service Management.
• Resolves customers’ requests within the defined KPI targets.
• Responsible for understanding the customer’s requests to achieve a satisfying outcome.
• Owns an issue until a new owner has been found or the problem has been mitigated or resolved.
• Will attend external meetings as required.
• Broad Product/Service Understanding.
• Staff must understand how we render the services to the customer to ensure resolution is complete.
• Staff must keep abreast of changes to existing services and processes via the knowledge base platform.
• Will attend product design meetings in lieu of the team lead
• Continual Service Improvement.
• It’s about learning from what has worked and what has not and being opened to ‘smarter’ ways of working.
• Championing specific activities to improve team’s or customer’s processes
• Making sure that recurring incidents or problems are logged and followed up for permanent resolution.
• Performance Management.
• It is your responsibility to track your performance daily, weekly and monthly and assess your performance in line with your KPI targets.
• It is your responsibility to seek help to improve your performance where required

Requirements

• A Tertiary qualification (eg related to Information Technology) and/ or equivalent experience.
• ITIL V3 Foundations Certification (achieved), Other qualifications not mandatory but recognized.
• 2 - 4 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.