The BPS Analyst 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 BPS Analyst role is responsible for promoting the values of the department in.
* Your commitment to the job description including living the company’s core values.
* Your 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.
Responsibilities
- Customer Service Management
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Handle complaints, provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution
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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
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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
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Follow communication procedures, guidelines and policies and uses customer-focused metrics to achieve a satisfying outcome
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Ownership and Initiative
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On-time escalation of issues to Level 2 support
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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
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Focuses on delivering timely performance and takes responsibility and accountability for quality outcomes
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Broad Product/Service Understanding
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Basic knowledge of Interswitch products, transaction processing services, settlement, dispute, reporting and incident management and communication process
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Understands how customers use these services to support them appropriately
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Basic knowledge of Postillion S1 Portal (Transaction Query transaction identification and transaction trouble shooting)
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Keeps abreast of changing and new products or service
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Continual Service Improvement
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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
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Aware of the importance to learn and improve process efficiency and common ways in which processes are optimized
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Supports specific activities and align individual expectations to improve development processes
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Performance Management
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Prioritizes tasks and understands business needs
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Measures the impact of their work and ensures their input to ensure services are available to customers
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On-time performance delivery, ownership and accountability for quality outcomes
Requirements
- A tertiary qualification (eg related to Information Technology) and/ or equivalent experience
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ITIL V3 Foundations Certification (achieved)
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Other qualifications not mandatory but recognised
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1-3 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role
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Proven customer support experience and track record of over-achieving quota
