Customer Support Department Tasks

Customer Support Department Tasks

The customer support department at Pesapal majorly handles tasks specific to Pesapal’s payment platforms and services.  

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Some common tasks performed in the department include: 


  1. AGENTS 

  1. Calls & 3CX Queries- Answering customer inquiries and providing assistance: This may include answering questions about pending transactions, reversals, merchant account setup, general inquiries, and other related issues. Furthermore, we assist in resolving technical issues: This may include troubleshooting problems with the company's online and mobile payment platforms, such as issues with processing payments or integrating with e-commerce websites. When performing these tasks, agents use various software such as: ZOHO, Teams, 3CX and other supporting backends. It is also advisable to have a good pair of working headsets and a stable internet connection as one handles these tasks. 

 

  1. Admins – Completing and reversing transactions according to transaction history, or other account-related information. These tasks are performed on the various telco backends e.g. Safaricom, Airtel, Telkom, Faiba and Zuku backends. 

 

  1. Unverified – This task is performed on the Pesapal Admin system. It involves assigning pending transactions to the appropriate backends and reversing those with invalid references. 

 

  1. Tickets & social media – Replying to emails and customer queries on social media platforms such as Twitter and Facebook. The nature of the queries can vary and may include the following: pending transactions to be completed, reversal requests, payment status confirmation, merchant queries, correspondence from our partner organizations such as Telkom KE, Airtel KE, Zuku (KE, UG, TZ & MW) & Safaricom PLC; POS-generated tickets and other general enquiries. For effective performance of these tasks the systems used include ZOHO & Hootsuite. 

 

  1. Shift Handover – The handover is a crucial task that is done at the end of each shift. Assigned to one agent, this task involves sending an email to all customer support team members and team leads. The email contains a detailed report of the completed and pending tasks at the end of a given shift, as well as its call service rate. It involves listing any pending tickets with the actions that need to be taken on them and the agent they are assigned to. Furthermore, it takes note of any occurrences experienced on the shift that might affect the work rate of the incoming shift. 

 

  1. TEAM LEADS 

  1. Routine Tasks:  

  • Malawi Imports  

  • Momo Imports  

  • Escalation done on any of the communication channels  

  • Manage the team shift 

  • Manage the sub-team assigned to them 

  • Handle escalations done by the team 

  • In charge of the channels assigned  

  • Rota allocations and designation of duties to agents 

  • Compilation and analysis of team performance data and other departmental statistics 

  • To handle monthly and quarterly reviews.  

 

  1. Channel Management:  

  1. Service Portals – Betsy Towett 

  • Ensures all service portals have enough float 

  • Records the date and times the portals have a downtime 

  • Create and hand in reports concerning the service portals. 

 

  1. Admin – Arnold Maobe 

  • In charge monitoring and troubleshooting of Pesapal Admin. 

  • Creates the service rate reports.  

 

  1. Open float – Dominic Ondala  

  • Assists in solving the tickets raised by the team/Merchants  

  • Creates weekly reports on Open float 

  • Provides Open float support.  

 

  1. QA – Irene  

  • Checks the quality of calls from the agents’ queues 

  • Compiles weekly and monthly reports based on the calls serviced and their quality. 


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