Job Title: Unit Head, Business Support and Customer Service
Company: Interswitch
Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 5 years
Location: Lagos, Nigeria
Job Field: Administration / Secretarial Customer Care Sales/Marketing
.
(ES0107)
. – Reporting to the Head, Network Operations, the successful candidate will have primary responsibility for ensuring the provision of world class service to agents, bank and MMO/Telco partners and onward to end-users. This role encompasses oversight of outsourced relationships to ensure IFIS system gets the best hosting, service management, service improvement and infrastructure development attention. The role will also provide supervision for call centres. Key responsibilities will be to:
• Ensure that the IFIS operation provides world leading service delivery to its agents, bank and MMO/Telco partners and onward to end users.
• Ensure agents are well equipped once on-boarded and that the necessary marketing collaterals are provided.
• Design, implement and meet best practice customer feel-good performance measures and ensure there are robust systems in place to track and report on these.
• Promote positive change and effectively manage the change implications associated with implementation of initiatives.
• Understands key business functions within Call Centre and communicates to the rest of the business.
• Design, implement and meet best practice customer feel-good performance measures and ensure there are robust systems in place to track and report on these.
• Track Call centre service performance via mystery shopping, complaint and call record machine
• Actively build relationships, learn and understand more about the business, its customers, with the view of providing ongoing feedback to key stakeholders.
• Monitor liquidity metrics (limits set by the regulators or limits/guidelines set internally) for agents, super-agents and partner chains the Organization services.
• Develop a rapport with super-agent cluster owners.
.
Key Requirements:
• A good first degree or its equivalent from a reputable institution.
• A minimum of five (5) years' experience in leading and managing teams involved in sales, regional expansion and/or customer business development.
• Good understanding of CBN requirements for agent operations.
• Proven understanding of customer service.
• Proven leadership/ supervisory skills.
• Good knowledge of management, operational and supporting processes.
Apply to this job (http://www.jobrib.com/job/38351/unit-head-business-support-and-customer-service-job-at-interswitch/)