Service Recovery Specialist at Unified Payments Services Limited

Job Title: Service Recovery Specialist

Job Summary

• To manage and handle complaints received from all frontend channels
• To ensure all complaints are handled within the agreed SLA of 24hrs timeline and according to relevant Guidelines and through proper root cause analysis and execution of preventive measures to eliminate recurrence of problem incidence.

Responsibilities

• Provide 24/7 support to frontend call center agents.
• Providing timely resolution to complaints and customer satisfaction through policies and procedures with the aim of providing prompt and quality end to end resolution.
• Attend to complaints received from all frontend channels both for B2C and B2B ensuring all complaints are handled within the benchmark timeline and according to relevant guidelines.
• Troubleshoot and Identify root causes, complaint trends and driving quality improvement opportunities
• Regular feedback to the frontend agents for onward communication with the customers.
• Identify drivers of customers’ dissatisfaction through analysis and scoping of root causes and developing & implementing appropriate quality process solutions to address customer issues.

Key Performance Indicators (KPIs)

• First-Level Resolution SLA Compliance
• Second-Level Escalation SLA Compliance
• Customer Satisfaction Survey Completion Rate for UP
• Customer Satisfaction Survey Response Rate from Banks and Merchants
• Reduction in Top 3 Strategic Issues
• Weekly Report Submission Compliance
• Monthly Acquirer & Issuer Report Accuracy and Timeliness
• Settlement Report Accuracy and Timeliness
• Customer Support Portal Adoption Rate
• Downtime Monitoring, Escalation, and Reporting Effectiveness
• Management of Report Exceptions.

Requirements

• Possess relevant Diploma in any discipline
• Strong service and problem resolution skills in any or a combination of the following specialist areas
• Settlement related Issues
• Transaction processing with emphasis on TWO proficiency
• Card Management System proficiency
• E-commerce with emphasis on PayAttitude and Payarena knowhow
• In depth knowledge of quality tools and methodologies

Key competency requirements:
Knowledge:

• Microsoft suite
• Reporting
• The Nigerian finance sector
• Root cause analysis and problem solving.

Skills / Competencies:

• Attention to details
• Multitasking
• Excellent Communication.

Salary
N185,000 – N220,000 Monthly.

Application Instructions:

The application deadline is 18th June, 2025. Therefore, Qualified and interested candidates should send their updated Resume to: [email protected] using the Job Title as the subject of the email.

Note: Only qualified candidates will be contacted. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:
Official Job Website: https://up-ng.com/