The Pesapal customer support team plays a critical role in ensuring that customers receive the assistance and support they need to use our products and services effectively. To provide excellent customer support, the department runs in different shifts to ensure that customers can receive round-the-clock assistance.

The sub-shift teams are divided into four shifts: morning, afternoon, night (on-call) and off. Each shift has a similar set of responsibilities but often unique challenges, and each plays an important role in providing effective customer support. 

The morning shift, which typically runs from 7 a.m. to 2 p.m., is responsible for answering customer inquiries and handling any issues that may arise during their shift as well as during the previous night. This shift is often the busiest, as customers may have had problems using the product or service overnight or may have questions that they need to have answered before they can start using our products or services during the day. 

The afternoon shift, which typically runs from 2 p.m. to 7 p.m., is responsible for handling any issues that may have arisen during the day. This shift is often less busy than the morning shift, as many customers have already had their issues resolved by the morning shift. However, it is still important to have customer support available during this time to ensure that customers can receive assistance as soon as they need it. 

The night shift, which typically runs from 7p.m. to 7 a.m., is responsible for handling any issues that may have arisen overnight and for providing assistance to customers who may be in different time zones. This shift is often the least busy, but it is still important to have customer support available to ensure that customers can receive assistance at throughout the night. 

Finally, the off shift is the time during which the customer support team is not working, and they are allowed to rest and not engage in any customer support activities.

All sub-shift teams run through the entire work cycle for a total of nine days with each shift designation taking up three days. Members of the shifts are granted leave days as stipulated in the company's labor policies according to the guidelines of the CS manager. Sub-shift team reshuffles typically occur quarterly so as to foster teamwork and efficiency within the larger Customer Support Department.  

Shift transitions require the dissemination of crucial information between teams. Therefore, at the end of every shift, a handover report has to be sent to all customer support team members. This contains important information on the occurrences experienced during the outgoing team’s shift, as well as any pending tasks that are passed on to the incoming team. Moreover, team members are advised to adhere to their stipulated breaks during shifts. Meals and snacks are provided by the company's hospitality department during each shift at designated times. 

By dividing customer support teams into different shifts, the department has ensured that customers receive assistance at any time of the day or night. Additionally, each shift can provide support to customers who may be in different time zones, which allows for a more efficient and effective customer support process.