Unified Payment Services Head of Department Customer Service Jobs in Nigeria

Unified Payment Services Head of Department Customer Service Jobs in Nigeria



Job Objective(s)

  • Ensure the smooth running and supervision of all call centre operations,

  • Supervise and coordinate activities of Call centre agents

  • Ensure all call centre agents are

  • Ensure all first level Issues are resolved within 3hrs

  • Follow up on escalated Issues to ensure companywide compliance of Service Level Agreements.

    Duties & Responsibilities

  • Monitors productivity of customer service representatives and generates reports

  • Coordinate the Customer Satisfaction survey across Customer base

  • Monitors individual, team and call center results to identify and act on both positiveand negative performance trends to ensure attainment of performance targets.

  • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies

  • Answers questions and recommend corrective services to address customer complaints

  • Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

  • Determines work procedures, prepares work schedules and expedites workflow

  • Studies and standardizes procedures to improve efficiency of subordinates

  • Prepares composite reports from individual reports by subordinates

    Key Performance Indicators

  • Conduct customer satisfaction survey on all Issuer Banks and Acquirer Banks

  • Ensure 95% of First Level Issues are resolved within 3hrs

  • Ensure 95% of Second Level Issues are escalated for
    onward resolution within 2hrs

  • Ensure all call centre agents are 85% skilled to independently resolve all first level Issues

  • Ensure that all Customer Service SOP documents are reviewed / updated every quarter

  • Ensure all Call centre agents attain a minimum of 4hrs training every month.




    How to Apply

    For more information and job application details, see; Unified Payment Services Head of Department Customer Service Jobs in Nigeria

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