UP otherwise known as Unified Payment Services Limited is Nigeria's premier Payments & Financial Technology company founded in 1997 by a consortium of leading Nigerian banks. UP operates as a shared infrastructure for the banking community in Nigeria and Payments Service Provider within and outside Nigeria, with a vision to be the most preferred e-payment service provider in Africa.
We are recruiting to fill the position below:
Job Title: Head of Department (HOD), Customer Service
Location: Victoria Island, Lagos
Employment Type: Full-time
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.
Application Closing Date
10th September, 2023.
Sorry, this listing is no longer open.
https://www.hotnigerianjobs.com/hotjobs/552590/head-of-department-hod-customer-service-at-unified.html