Job Recruitment at Interswitch Group

Job Purpose

• To manage the customer support department to resolve all customer complaints in order to retain existing customers.

Key Responsibilities
Operational Management:

• Manages a significant operational area for the organization

Policy Development & Implementation:

• Develop procedures and interprets and applies policy for area of expertise to achieve specified outputs, or advise the wider business on application of policy, then monitor implementation of those procedures within the organization.

Budgeting & Costing:

• Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization.

Data Collection & Analysis:

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

Project Management:

• Deliver small-scale or medium-scale projects while working within an established program management plan.

Customer Service:

• Manages a medium customer service area or several discrete customer service sections with guidance from senior colleagues, developing and delivering activities and solving complex issues to meet customer service standards.

Requirements
Education:

• General Education University (First degree)

Experience:

• General Experience - Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)

Managerial Experience:

• Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (13 months to 3 years)

Behavioral Competencies
Plans and aligns:

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.

Collaborates:

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.

Customer focus:

• Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.

Ensures accountability:

• Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.

Manages complexity:

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Technical Competencies
Verbal Communication:

• Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

Policy and Regulation:

• Works independently and provides guidance and training to others while interpreting and applying comprehensive knowledge of laws, regulations and policies in area of expertise.

Commercial Acumen:

• Applies understanding of the business environment and objectives to develop solutions without supervision, while also providing technical assistance when necessary.

Computer skills:

• Independently supports business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others.

Policy and procedures:

• Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.

Data Collection and analysis:

• Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making.

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Job Purpose

• Service Desk is – our 24 hours, 7 days a week single point of contact between Interswitch’s customers, employees and business partners. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.
• The Lead, Service Desk Support (All Channels) will primarily be responsible for overseeing the activities of the Service Desk Agents.
• Coordination of Consumer/IOS Support teams in their daily duties of handling requests from customers while facilitating good customer service culture in team members.
• The Lead, SDS is expected to assist with calls, customer resolution and escalations during high hold times or emergency situations, as needed.
• The role is responsible for promoting the values of the group: A.S.K. A – Accuracy S – Speed K – Knowledge

Key Responsibilities
Service Desk Operations:

• Be available to affect the outcome of your team’s operations. Providing answers to any questions they may have.
• Achieve your team’s objectives by assessing your KPI results in line with your targets
• Manage and coordinate the processing of incoming calls/created tickets to ensure courteous, timely and effective resolution of customer requests
• Develop and implement team and inter-team workflow processes to improve overall productivity and customer satisfaction.
• Monitor your own performance by assessing your deliverables in line with the expectations of your role

Manage Incidents & Problems Requests:

• Achieve increased productivity and minimize disruptions through quick resolution of user queries during high severity incidents.
• Act as an escalation point where difficult or controversial calls/cases are received.
• Raise and work with other team leaders on resolving reoccurring incidents/requests
• Ensure NO backlog cases older than 30 calendar days

Contribute to Service Improvements:

• Think outside the box to solve the persisting platform/process/people challenges by doing all that can be done to create and implement a lasting solution.
• Take interest and contribute to the development of your team member’s capabilities to meet team goals and objectives. They are the currency to achieving your team’s objectives.

Education and Experience
Academic Qualification (s):

• A tertiary qualification and / or equivalent experience

Professional Qualification (s):

• Lean Sig Sigma Yellow Belt Certification (achieved).
• ITIL V3 Foundations Certification an added advantage Experience (Number of relevant years): 2-4 years’ experience in customer service delivery within a technology environment.

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Job Purpose

• The Service Desk Analyst role is 24 hours, 7 days a week single point of contact between Interswitch’s customers, employees and business partners.
• The primary functions of the Service Desk Agent are issue resolution, incident control, life cycle management of all service requests, communicating with the customer and providing support to customer service requests, using the incident management and request fulfillment processes in line with Service Desk objectives.
• They will also work with a database of customers that are a mix of existing, dormant and new contacts and drive their repeat purchase, reactivation, and conversion respectively.
• The Service Desk Agent role is responsible for promoting the values of the group: A.S.K. A – Accuracy S – Speed K – Knowledge

Key Responsibilities
Inbound Functions:

• Handle customer inquiries telephonically
• Research required information using available resources
• Manage and resolve customer complaints via the telephone channel Provide customers with product and service information
• Enter new customer information into the system and update existing customer information Identify, log and escalate priority issues
• Route calls to the appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures

Outbound Functions:

• Initiate outbound calls to customers.
• Generate insights from customers' complaints and act as VOC to product design and customer experience team.
• Delivers prepared sales pitch that describes products or services, to persuade potential customers to purchase a product or service.
• Respond to inquiries from customers/leads concerning products and services during telephone engagement
• Capture all interactions with the customer accurately following the defined process.
• Follow up with dormant/low transacting customers in a bid to improve turnover
• Work closely with the inbound team to ensure expected team targets are met.
• Prepare a daily/weekly report of all activities.

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.

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.

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 for permanent resolution.

Manage Incidents & Problems Requests:

• Achieve increased productivity and minimize disruptions through quick resolution of user queries during high severity incidents.
• Act as an escalation point where difficult or controversial calls/cases are received.
• Raise and work with other team leaders on resolving reoccurring incidents/requests
• Ensure NO backlog cases older than 30 calendar days.

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

Education and Experience

• Academic Qualification (s): A tertiary qualification (e.g. related to Information Technology) and/ or equivalent experience
• Professional Qualification(s): NA
• Experience (Number of relevant years): 1-3 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.