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To manage the overall customer service experience for Interswitch’s (Payment’s Processing) customers
Relationship Management
· Manages communication with customers on upgrades, outages and issues
· Obtains feedback from customers on service issues
· Carries out monthly service quality review sessions with key customers
· Carries out quarterly service quality review sessions with Tier 2 customers
· Carries out quarterly feedback sessions with vendors and partners
Contract Management
· Manages payments, billing and receivables
· Liaises with Service Managers and Legal Team to Draft SLAs and contracts
· Works with Service Managers and Legal Team to Review SLAs and contracts with customers
· Works with Service Managers and Legal Team to Review SLAs and contracts with partners
· Works with support teams to ensure that customers get adequate support and proper communication to drive satisfaction and usage
· Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
Continuous Service Improvement
· Identifies areas for service enhancements/service improvements
· Analyses market trends so as to be able to provide input on product and service enhancements
Service Performance Review/ Analysis
· Conducts customer surveys
· Provides insights on industry trends or initiatives from key customers
· Regularly meets with top 10 customers, to review service performance
· Conducts service performance review with service managers and internal teams to assess SLA breaches
· Provides feedback from customers to Service Managers
Reporting
· Generates reports on service quality and contract management
Academic Qualification(s):
· A good degree in Computer Science or Social Sciences.
Experience (Number of relevant years):
5 years minimum experience in a similar function
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