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
