Customer Success Executive at Interswitch

Job Summary

• The Customer Success Executive role is that of providing L1 support to customer service requests via non-voice channels, using the incident management and request fulfilment processes, in line with Service Desk objectives.

Key Responsibilities

• Handle Complaints: Provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution.
• Resolve Product or Service Problems:
  • Clarify the customer's complaint.
  • Determine the cause of the problem.
  • Select and explain the best solution.
  • Expedite correction or adjustment.
  • Follow up to ensure resolution via email, customer service portal, social media, and other non-voice channels.
• Understand Customer Requests: Provide accurate, valid, and complete information using appropriate methods/tools to achieve a satisfying outcome.
• Adhere to Communication Standards: Follow communication procedures, guidelines, and policies while using customer-focused metrics to achieve desired outcomes.

Ownership and Initiative

• Timely Escalation: Escalate issues to Level 2 support on time.
• Case Ownership: Retain ownership of issues until resolved, mitigated, or transferred to a new owner.
• Accountability for Outcomes: Focus on delivering timely and high-quality performance.

Broad Product/Service Understanding

• Basic Knowledge of Interswitch Products: Includes transaction processing services, settlement, dispute resolution, reporting, and incident management.
• Customer Usage Awareness: Understand how customers use these services to support them effectively.
• Postilion S1 Portal Knowledge: Ability to query transactions, identify issues, and troubleshoot.
• Continuous Learning: Stay updated on new and changing products or services.

Continual Service Improvement

• Learn and Adapt: Improve based on past successes and failures; embrace smarter, more focused approaches.
• Process Efficiency Awareness: Understand the importance of optimizing processes.
• Support Improvement Activities: Align expectations with process improvement initiatives.

Performance Management

• Task Prioritization: Focus on tasks that align with business needs.
• Impact Measurement: Measure work impact to ensure services remain available to customers.
• Timely Performance Delivery: Take ownership and accountability for delivering quality outcomes.

Essential Duties & Responsibilities

• Perform additional duties as assigned by your Line Manager