Customer Success Executive at Interswitch Group

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.

We are recruiting to fill the position below:



Job Title: Customer Success Executive

Location: Nigeria
Department: Group Core Operations

Job Description

  • The Customer success executive role is that of providing L1 support to customer service requests via non-voice channels, using the incident management and request fulfilment processes, in line with Service Desk objectives.
  • The Customer success executive role is responsible for promoting the values of the department in. Your commitment to the job description including living the company’s core values. Y
  • our dedication in your passion for the work you do. Your V-APT (pronounced vee-apt) attitude while doing your job (V – the value you get; A – don’t fight with an angry customer; P – you are not the problem; T – timeliness is next to godliness).


  • Customer Service Management
  • Handle complaints, provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution
  • Resolve 90% of all product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution via email, customer service portal, social media and other non-voice channels
  • Ability to understand the customer’s request and provide accurate, valid and complete information by using the right methods/tools to achieve a satisfying outcome to the customer
  • Follow communication procedures, guidelines and policies and uses customer-focused metrics to achieve a satisfying outcome
  • Ownership and Initiative
  • On-time escalation of issues to Level 2 support
  • Case ownership while the problem has escalated to the Level 2 support and has been mitigated or resolved or until a new owner has been found
  • Focuses on delivering timely performance and takes responsibility and accountability for quality outcomes
  • Broad Product/Service Understanding
  • Aware of the importance to learn and improve process efficiency and common ways in which processes are optimized
  • Supports specific activities and align individual expectations to improve development processes
  • Performance Management
  • Prioritizes tasks and understands business needs
  • Measures the impact of their work and ensures their input to ensure services are available to customers
  • On-time performance delivery, ownership and accountability for quality outcomes
  • Basic knowledge of Interswitch products, transaction processing services, settlement, dispute, reporting and incident management and communication process
  • Understands how customers use these services to support them appropriately
  • Basic knowledge of Postillon S1 Portal (Transaction Query transaction identification and transaction trouble shooting)
  • Keeps abreast of changing and new products or service
  • Continual Service Improvement
  • It’s about learning from what has worked as well as what has not, being open to change and improvement and working in ‘smarter’, more focused ways
See also  Graduate Trainee Engineer at Mar&Mor Engineering Services Limited


  • A tertiary qualification (related to Information Technology) and/ or equivalent experience
  • ITIL V3 Foundations Certification (achieved)
  • Other qualifications not mandatory but recognized
  • 1-3 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role
  • Proven customer support experience and track record of over-achieving quota



How to Apply
Interested and qualified candidates should:
Click here to apply




Important Notes

The above statements are intended to describe the general nature and level of work to be performed by people assigned to this job.
They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
All personnel may be required to perform other responsibilities in addition to those specified from time to time, as needed
• We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web
• We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices
• Our people are all equally gifted in unique ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours, Are you ready to inspire us with your ideas?
• We encourage all applicants to apply and does not practice any discrimination in any recruitment process.
• Applications submitted after the deadline will not be considered.
• Due to the urgency of the position, we have the right to recruit a candidate who matches the required profile before the above deadline
• Only qualified candidates will be invited for interview

See also  Recent Job Openings at Fan Milk Plc


Application Deadline  14th May, 2021.

You May Also Like