Customer Service Jobs – Supervisor Customer Experience and Support – Interswitch

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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: 25th July 2023

 

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Date Posted 2023-07-12
Valid Through 2023-07-25
Employment Type FULL_TIME
Hiring Organization Interswitch
Job Location Kampala, Kampala, Kampala, 0256, Uganda

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