Service Recovery Specialist at Unified Payment Services Limited

Job Objective

• To manage and handle complaints received from all frontend channels •
• To ensure all complaints are handled within the agreed SLA of 24hrs timeline and according to relevant Guidelines and through proper root cause analysis and execution of preventive measures to eliminate recurrence of problem incidence.

Duties and Responsibilities

• Provide 24/7 support to frontend call center agents.
• Providing timely resolution to complaints and customer satisfaction through policies and procedures with the aim of providing prompt and quality end to end resolution.
• Attend to complaints received from all frontend channels both for B2C and B2B ensuring all complaints are handled within the benchmark timeline and according to relevant guidelines.
• Troubleshoot and Identify root causes, complaint trends and driving quality improvement opportunities • Regular feedback to the frontend agents for onward communication with the customers.
• Identify drivers of customers’ dissatisfaction through analysis and scoping of root causes and developing & implementing appropriate quality process solutions to address customer issues.

Key Performance Indicators

• First-Level Resolution SLA Compliance
• Second-Level Escalation SLA Compliance
• Customer Satisfaction Survey Completion Rate for UP
• Customer Satisfaction Survey Response Rate from Banks and Merchants
• Reduction in Top 3 Strategic Issues
• Weekly Report Submission Compliance
• Monthly Acquirer & Issuer Report Accuracy and Timeliness
• Settlement Report Accuracy and Timeliness
• Customer Support Portal Adoption Rate
• Downtime Monitoring, Escalation, and Reporting Effectiveness
• Management of Report Exceptions.

Requirements

• Possess relevant Diploma in any discipline
• Minimum of 2 years of experience in complaint resolution and service recovery role
• Strong service and problem resolution skills in any or a combination of the following specialist areas
• Settlement related Issues
• Transaction processing with emphasis on TWO proficiency
• Card Management System proficiency
• E-commerce with emphasis on PayAttitude and Payarena knowhow
• In depth knowledge of quality tools and methodologies
• Excellent verbal and written communication skills, ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand as well as the ability to understand and interpret complex information from others.
• Strong working knowledge on various Banking products, sales, services, delivery channels and customer segments.
• Excellent interpersonal skills
• Sound analytical skills.
• Ability to identify need for change, adaptable and flexible in anticipating and realizing market opportunities.

Application Closing Date
30th September, 2025.