Customer Service Executive (3)

• Deadline: Expired

ABOUT THE COMPANY

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organizations on a timely and consistent basis. Our vision is to build an Africa where payment is a seamless part of everyday life.

Job Title: Customer Service Executive

Function: Sales & Business Development

Location: Uganda

JOB PURPOSE:

To deliver first-level support to customers, escalate complex issues, document cases in the CRM, aid in automation testing, prepare reports, take meeting minutes, and contribute to service manuals and monthly reports.

KEY RESPONSIBILITIES

• Prompt resolution of first and second-level support issues and customer inquiries
• Distribute bulk messages for events, campaigns, system updates, and security notices
• Ensure customer service excellence and adherence to Operational Level Agreements (OLAS)
• Troubleshoot and communicate regarding system downtimes, coordinate with third-level support for resolutions
• Maintain customer satisfaction through direct engagement and relationship management, including site visits
• Manage CRM tool accessibility and call system issues
• Log issues and maintain performance statistics in the CRM
• Collaborate with Quality Assurance to manage communication templates for system downtimes
• Address escalated corporate and consumer requests, transaction confirmations, reversals, and investigations
• Coordinate with Service Management for complex issue follow-ups
• Generate weekly performance reports, analyze results, and organize knowledge sharing sessions to enhance team expertise

EDUCATION

HND/BSC in Administration, Sciences, Social Sciences, Engineering & Humanities

EXPERIENCE: Minimum of 1 – 2 years in a customer service role