Premier Switch Solutions S.C. (PSS) is a leading Electronic Payment Processing Company, established by major private banks of Ethiopia. The Company has implemented the first multi-institution shared-switch infrastructure to provide its member banks with a state of the art payment technology to drive ATM, POS, e-commerce, Mobile Banking and other payment channels and provide clearing of Debit/Credit card transactions for the banks. 

Currently, PSS has vacant positions stated below and would like to invite applicants who meet the qualification and required experience listed for Junior Customer Experience Officer Postion.

Description of Duties

• Implement policies, procedures and process documents for the customer relationship.
• Assist in conducting performance metrics.
• Assist in the implementation of the SLA and OLA with relevant stakeholders.
• Handle customer support requests, feedbacks, complaints, incidents and ensure proper response is delivered in the most effective way.
• Monitor and follow transaction processing, interfaces, terminals, cash positions, networks, power, etc and ensure the necessary steps have taken to fix issues and/or forward them to the relevant work units, vendors and customers for resolution.
• Attend inbound and outbound calls and provide real time response to enquiries.
• Maintain records of all incidents, inquiries, complaints, feedbacks received from customers timely.
• Assist in vendor relationship and monitor all customer support activities.
• Escalate and follow-up for the resolutions of issues internally to management and externally to customers and vendors as per the escalation matrix provided.
• Assist in building knowledge base from the customer experience journey and lessons.
• Prepare periodic reports
• Perform any other duties as may be assigned from time to time by the supervisor

Gender:  Male/Female

Job Requirements

Educational Qualification & Work Experience

• Bachelor Degree in Computer Science, Information Technology or related fields
• This is an entry level position; no experience is required.
• Training in ITIL
• Relevant professional certification is advantageous

How to Apply

• Interested applicants who meet the required qualifications are invited to submit their updated CV and copies of relevant documents within 10 days of this announcement.
• We only accept applications sent via our email: pss.hr@pss-ethiopia.com
• Please write clearly for which position you applied on the email subject line.

Note: Use" Junior Customer Experience Officer" on the email subject line. Only short-listed candidates will be contacted.