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.


  • 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
  • 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 Postillion 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
  • 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


  • A tertiary qualification (eg related to Information Technology) and/ or equivalent experience
  • ITIL V3 Foundations Certification (achieved)
  • Other qualifications not mandatory but recognised
  • 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


Group Core Operations


Lagos Office   |   Permanent


May 13, 2021

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