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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: hr.ug@interswitchgroup.com

Deadline: 25^th July 2023

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