Senior Service Desk Agent at Interswitch Group

Senior Service Desk Agent at Interswitch Group – Here are the requirements and how to apply for the position of Senior Service Desk Agent in the ongoing Interswitch Group job recruitment.

Senior Service Desk Agent at Interswitch Group – About Position

Interswitch is a unified digital payments and commerce corporation that enables the electronic flow of money as well as the trade of value among individuals and organizations on an apt and constant basis. The company commenced operations in 2002 as a transaction switching and electronic payments handling, and have gradually advanced into an integrated payment services corporation, building and handling payment infrastructure as well as supplying innovative payment products and transactional services throughout the African continent. At Interswitch, they provide exclusive career opportunities for individuals competent in playing vital roles and adding value in an inventive and fun environment.

Interswitch is currently hiring to fill the position described below.

Job Title: Senior Service Desk Agent

Location: Oyo, Nigeria

Job Responsibilities

Inbound Functions:

  • Handle customer inquiries telephonically
  • Research required information using available resources
  • Manage and resolve customer complaints via the telephone channel Provide customers with product and service information
  • Route calls to the appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating procedures

Outbound Functions:

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  • Initiate outbound calls to customers.
  • Generate insights from customers’ complaints and act as VOC to product design and customer experience team.
  • Delivers prepared sales pitch that describes products or services, to persuade potential customers to purchase a product or service.
  • Respond to inquiries from customers/leads concerning products and services during telephone engagement
  • Capture all interactions with the customer accurately following the defined process.
  • Follow up with dormant/low transacting customers in a bid to improve turnover
  • Work closely with the inbound team to ensure expected team targets are met.
  • Prepare a daily/weekly report of all activities.

Manage Incidents & Problems Requests:

  • Achieve increased productivity and minimize disruptions through a quick resolution of user queries during high severity incidents.
  • Act as an escalation point where difficult or controversial calls/cases are received.
  • Raise and work with other team leaders on resolving reoccurring incidents/requests
  • Ensure NO backlog cases older than 30 calendar days.

Performance Management:

  • It is your responsibility to track your performance daily, weekly and monthly and assess your performance in line with your KPI targets.

Job Requirements

  • Academic Qualification (s): A tertiary qualification (e.g. related to Information Technology) and/ or equivalent experience
  • Professional Qualification(s): NA
  • Experience (Number of relevant years): 1-3 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.

Ongoing Recruitments You Can Also Apply For Here:

How to apply for Senior Service Desk Agent at Interswitch Group

Interested and suitably qualified individuals should: Click here to apply online

Application Deadline

  • Not Specified

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