Customer Success Executive Machine Learning Operations Engineer

Job Summary

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.

Key Responsibilities

Handle Complaints: Provide appropriate solutions and alternatives within the SLA and follow up to ensure resolution.
Resolve Product or Service Problems:

Clarify the customer’s complaint.
Determine the cause of the problem.
Select and explain the best solution.
Expedite correction or adjustment.
Follow up to ensure resolution via email, customer service portal, social media, and other non-voice channels.

Understand Customer Requests: Provide accurate, valid, and complete information using appropriate methods/tools to achieve a satisfying outcome.
Adhere to Communication Standards: Follow communication procedures, guidelines, and policies while using customer-focused metrics to achieve desired outcomes.

Ownership and Initiative

Timely Escalation: Escalate issues to Level 2 support on time.
Case Ownership: Retain ownership of issues until resolved, mitigated, or transferred to a new owner.
Accountability for Outcomes: Focus on delivering timely and high-quality performance.

Broad Product/Service Understanding

Basic Knowledge of Interswitch Products: Includes transaction processing services, settlement, dispute resolution, reporting, and incident management.
Customer Usage Awareness: Understand how customers use these services to support them effectively.
Postilion S1 Portal Knowledge: Ability to query transactions, identify issues, and troubleshoot.
Continuous Learning: Stay updated on new and changing products or services.

Continual Service Improvement

Learn and Adapt: Improve based on past successes and failures; embrace smarter, more focused approaches.
Process Efficiency Awareness: Understand the importance of optimizing processes.
Support Improvement Activities: Align expectations with process improvement initiatives.

Performance Management

Task Prioritization: Focus on tasks that align with business needs.
Impact Measurement: Measure work impact to ensure services remain available to customers.
Timely Performance Delivery: Take ownership and accountability for delivering quality outcomes.

Essential Duties & Responsibilities

Perform additional duties as assigned by your Line Manager

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