About the Company:

Interswitch is a leading African integrated payments and digital commerce platform company headquartered in Lagos. Founded in 2002 in Nigeria, as a transaction switching and processing company with national focus, Interswitch progressively evolved to incorporate consumer financial services with the successive launches of Quickteller, a retail payments ecosystem linking merchants and billers with consumers, as well as Verve, a homegrown, EMV-certified payments card scheme.

Job Summary:  The role of the Customer Service Executive is 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 Duties and 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

Qualifications, Skills and Experience:

• The applicant must hold an HND/BSC in Administration, Sciences, Social Sciences, Engineering & Humanities
• EXPERIENCE: Minimum of 1 – 2 years in a customer service role
• Conflict resolution
• Proactive approach
• Customer management
• Product knowledge
• Stakeholder Management
• Knowledge of CRM Software
• Business Acumen
• Customer Relationship Management

All candidates should send their applications with updated CVs via Email to: hr.ug@interswitchgroup.com