Business Desk Agent

About the jobPurpose of this role: -The Business Desk Agent is responsible for second-level support for in-country front-line teams and liaison with the corporate service desk and other internal stakeholders for customer issue resolution.Key AccountabilitiesLevel 2 Escalations and Customer SupportResolve customer escalations from first-level customer care teamsResolve queries escalated from partners like ESPs and installersAssess the quality of first-level escalationsAnalyze escalations trends, issues and recommend interventions on collated issuesAchieve FCR through compliance with the ticketing system and closed-looping with customers on escalated issues, especially technical and finance-related escalationsLog in country issues with corporate and maintain the issues log trackerFollow up on pending in-country issuesUpdate internal stakeholders on issue trendsOffer technical support to training and front-line teams.Analyse and follow up on accounts with System errors with Credit Control. This is inclusive of updating daily extracts in the shared folder for all payment platforms. Escalating up all the Missing paymentsAnalysis and resolution of the Connected Video Services: ShowMax, Dstv Catch Up/Catch Up Plus, DStv Now, and Box Office.Quality AssuranceMaintain at least 90% QA scores on Escalations resolutionQUALIFICATIONS & EXPERIENCEA bachelor's degree in business information systems, Management Information Systems, and related fields.Professional communication skills, written and verbalComputer literate, numerical aptitude, and willingness to learn new skillsPrevious front-line customer service experience requiredCall Centre experience is highly desirableMinimum of 2 years in first-line customer support.TECHNICAL COMPETENCIESAnalytical skillsProduct/service knowledgeAccounts understandingMarket/customer knowledgeTechnical knowledgeGovernance and ComplianceReporting skillsBEHAVIORAL COMPETENCIESService orientationFlexibilityKeen on details