Customer Service Executive

Job Information

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    Category Customer Service Manager Jobs
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    Posted On Jun 11 ,2020
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    Qualifications Bachelor's Degree
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    Employer Name Outsource Africa Limited
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    Contact Email

Job Description

  • Delivers superior customer service at each point of interaction with the customer & responds promptly to customer issues within agreed SLAs (Service Level Agreement)
  • Facilitates 1st and 2nd level trouble shooting for issues regarding downtime and communicates with the 3rd level team on resolution
  • Works closely with customer experience to ensure customer satisfaction, participates in site visits to customers in order to foster better relationship management
  • Liaises with the Quality Assurance team, in order to maintain templates for downtimes to be communicated both externally and internally
  • Resolves escalated issues and bulk requests from Corporates and Consumers and assists with reversals, confirmation of transactions and second level investigation
  • Liaises with the Service Management Team for issues that require further assistance / follow up
  • Performs manual reversals for failed transactions from customers
  • Manages downtime incidents and liaises with the Platform Integrity Team to communicate the details to customers
  • Resolves challenges with regards to inaccessibility of the CRM tool, and inability to log on to Cisco(for call related requests)
  • Logs in issues and their completion status on the CRM
  • Extracts performance statistics of agents from CRM.