Experience

iVeri Payment Technologies (Pty) Ltd

• Financial Services
• 1 - 100 Employee

• Customer Service & Experience Manager

  • Apr 2020 - Present

  Key Responsibilities: Effectively manage Service Elements, including SLAs, Service Desk, Incident Reporting, Internal Services Projects and Processes  Display extensive working knowledge of industry standards and practices, including product details and company services offered  Offer exemplary customer service, including maintaining customer relationships by ensuring service SLAs are met and taking care of any customer concerns or complaints quickly and professionally  Develop working knowledge of industry regulations, restrictions, and laws, and ensure service department adheres to all regulations  Set up and maintainenance of service desk, including managing service desk team members and evaluating desk efficiency  Resolve service desk problems and improves current service desk methods to increase productivity and customer service  Monitor department issues and client complaints to define patterns and work to lessen those recurring issues  Regularl audit work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work Develop/Maintain/Improve Operating Level Agreements Develop Processes in line with Business requirements Provides regular Management reports Team management of support agents Provide timeous incident resolution Roles reporting to me: Installations specialist Call centre x4 agents Customer Services specialist Show less