Service Recovery Expert at Unified Payment Services Limited in Victoria Island, Lagos

Position Goal

To oversee and manage service issues received from all frontend channels • To guarantee all service issues are managed inside the accepted SLA of 24hrs timeline and according to applicable Standard procedures and through proper root cause evaluation and implementation of preventive measures to eliminate recurrence of issue incidence.

Obligations and Duties

• Offer 24/7 assist to frontend contact center agents.
• Offering on-time settlement to service issues and client fulfillment through rules and standardized processes with the goal of offering prompt and quality end to end solution.
• Participate to service issues received from all frontend channels both for B2C and B2B making sure all service issues are managed inside the benchmark timeline and according to applicable standard procedures.
• Diagnose issues and Recognize root causes, grievance practices and pushing standard enhancement avenues • Consistent response to the frontend agents for onward information exchange with the clients.
• Recognize drivers of clients’ dissatisfaction through evaluation and scoping of root causes and conceptualizing & executing suitable quality process initiatives to handle client concerns.

Key Effectiveness Indicators

• First-Level Solution SLA Adherence
• Second-Level Escalation SLA Adherence
• Client feedback Finalization Rate for UP
• Client feedback Response Rate from Banks and Merchants
• Reduction in Top 3 Strategic Concerns
• On a weekly basis Documentation Entry Adherence
• Every month Acquirer & Issuer Documentation Precision and Timeliness
• Settlement Documentation Precision and Timeliness
• Client assistance Portal Adoption Rate
• Non-operational time Supervising, Escalation, and Status updates Performance
• Management of Documentation Exceptions.

Qualifications

• Have applicable Certification in any discipline
• At least 2 years of expertise in grievance solution and service recovery position
• Robust service and troubleshooting competencies in any or a integration of the items listed expert zones
• Settlement associated Concerns
• Transaction processing with emphasis on TWO competence
• Card Management System competence
• E-commerce with emphasis on PayAttitude and Payarena knowhow
• Deep expertise in quality resources and structured approaches
• Outstanding verbal and professional writing competencies, capability to speak transparently and succinctly, communicate sophisticated or technical information in a manner that others can comprehend in addition to the capability to comprehend and analyze sophisticated information from others.
• Robust practical understanding on various Banking goods, sales, solutions, dispatch channels and client segments.
• Outstanding people skills
• Sound critical thinking.
• Capability to recognize need for adjustment, flexible and adaptable in expecting and realizing market avenues.