Job Title: Supervisor Customer Experience and Support
Organisation: Interswitch
Duty Station: Kampala, Uganda
About US:
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 Supervisor Customer Experience and Support will oversee and improve the overall customer experience, ensure exceptional customer interactions and efficient issue resolution, foster a healthy working relationship within the service teams to sustain business growth, and profitability.
Key Duties and Responsibilities:
- Develop and implement strategies to enhance the overall customer experience and satisfaction.
- Monitor customer interactions and ensure consistent delivery of high-quality service.
- Identify areas for improvement and recommend process enhancements to optimize customer support workflows.
- Collaborate with cross-functional teams to implement customer-focused initiatives.
- Review and analyze customer feedback to identify recurring issues and implement preventive measures.
- Establish and implement clear customer retention goals.
- Improve customer Product uptake through cross selling drives and initiatives.
- Handle escalated customer issues and ensure timely and effective resolution.
- Generate regular reports on team performance, customer feedback, and trends advise business and management on solutions and insights.
- Review customer complaints and concerns and seek to improve the customer experience.
- Lead and manage customer service teams, nature and take lead in their performance and development
Qualifications, Skills and Experience:
- The applicant must hold a good degree in Marketing/business from any accredited University
- At least three years of relevant experience in service.
- Excellent communication skills, both oral and written
- Customer Focus
- Strong Networking and interpersonal skills
- Strong organizational skills with an ability to manage competing client demands.
- Stake holder Management
- Leadership Skills
- Teamwork and collaboration
How to Apply:
All candidates should send their applications and updated CVs to: [email protected]
Deadline: 25th July 2023
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