Key Responsibilities:
Operations
Ensures the timely resolution of 1st level support related issues in the contact centre by attending to customers’ issues and queries
Resolves 2nd level support issues and liaises with other support divisions to provide excellent support services
Forward bulk SMS messages to corporate customers & staff during holidays and events that has been drafted and approved by Head, Shared Contact Centre such as:
Customer Service week
Trainings
Campaigns
System downtime
System upgrade
Staff Security
Delivers superior customer service at each point of interaction with the customer & responds promptly to customer issues within agreed SLAs (Service Level Agreement)
Facilitates 1st and 2nd level trouble shooting for issues regarding downtime and communicates with the 3rd level team on resolution
Works closely with customer experience to ensure customer satisfaction, participates in site visits to customers in order to foster better relationship management
Liaises with the Quality Assurance team, in order to maintain templates for downtimes to be communicated both externally and internally
Resolves escalated issues and bulk requests from Corporates and Consumers and assists with reversals, confirmation of transactions and second level investigation
Liaises with the Service Management Team for issues that require further assistance / follow up
Performs manual reversals for failed transactions from customers
Manages downtime incidents and liaises with the Platform Integrity Team to communicate the details to customers
Resolves challenges with regards to inaccessibility of the CRM tool, and inability to log on to Cisco(for call related requests)
Logs in issues and their completion status on the CRM
Extracts performance statistics of agents from CRM
Prepares weekly reports showing performance statistics, performs an analysis of results and computes findings, for performance management and possible scheduling of knowledge sessions
Engages in knowledge sharing sessions internally with the team to share recurring cases and improve general subject matter expertise
Liaises with the product managers for further assistance on customer requests
Academic Qualification(s)
Minimum of a Bachelor’s Degree / HND in Administration, Sciences, Social sciences, Engineering or Arts
Professional Qualifications
Any relevant professional qualification
Experience
Minimum of Three (3) years in a customer service role with a focus on Information Technology
