Job Purpose
To 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 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

KEY PERFORMANCE METRICS
Performance Area
Performance Indicators
Financial
• Zero incidents of operational losses
• Cross selling Referrals
• Customer Customer satisfaction score
• Zero incidents of cold attitude environment to customers
• Issue resolution timelines

Interswitch – INTERNAL Interswitch – INTERNAL
• 2% call abandonment rate
• Customer Retention levels
• Net promoter score.

Internal
• Team productivity
• Compliance with all laws, policies, procedures attaining service.
• Risk assessments
• Zero breached processes
• Adhering to processes and internal controls

Learning & Growth
• Perspective
• %Individual Development Plan achieved
• 100% Internal mandatory trainings

EDUCATION AND EXPERIENCE
Academic Qualification(s):
• A good degree in Marketing/business from any accredited University

Experience (Number of relevant years):
• Minimum 3 years’ relevant experience in service.

KEY COMPETENCIES
Competencies
• 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