The Pesapal customer support department is staffed 24 hours a day, 7 days a week and is divided into four teams, each working a specific shift, to ensure that our customers can receive assistance at any time. This approach allows for better coverage and helps to improve customer satisfaction by ensuring that customers can receive help when they need it.
Each shift team comprises of at least eight or as many as 12 agents with some performing front office roles, while others take on back-office tasks. As a customer support representative, your main responsibility is to provide excellent service to customers and ensure their satisfaction. However, the duties and responsibilities of a customer support representative may vary depending on the task they are assigned to on the shift team.
Front Office Agents
Answering customer inquiries through making outgoing and incoming phone calls
Troubleshooting and resolving customer issues
Escalating complex issues to back-office team members or team leads on duty
Recording customer interactions and providing feedback on tickets
Maintaining a high level of customer satisfaction
Providing information and assistance to customers regarding products and services
Responding to customer complaints and providing solutions to resolve them
Keeping track of customer interactions and providing regular reports to management when required
Keeping up-to-date with Pesapal’s new technologies, policies and products
Upselling and cross-selling our products
Participating in regular training sessions to improve technical knowledge and skills
Completing any additional tasks issued to them by the department’s managers
Back-office Agents
Monitoring and responding to customer complaints and feedback
Handling customer inquiries and complaints through internal tickets, email and social media platforms
Sorting transactions by completing or reversing them when need be
Providing support for our products’ users and merchants
Offering support for technical issues to customers
Upselling and cross-selling our products
Troubleshooting and resolving technical problems
Escalating complex technical issues to higher-level team members, team leads on duty or the relevant departments
Providing guidance and assistance to customers on how to use products and services
Keeping up-to-date with new technologies and products
Participating in regular training sessions to improve technical knowledge and skills
Completing any additional tasks issued to them by the department’s managers
Customer Support Team Leads
Providing customer service training and coaching to team members
Assisting with the development and implementation of customer service policies and procedures
Assessing and analyzing customer service performance data and identifying areas for improvement
Managing and updating the company's knowledge base and FAQs
Coordinating with other departments to resolve customer issues
Participating in regular team meetings and providing feedback on team performance
Managing and responding to customer reviews and ratings
Coordinating with other teams to ensure a consistent customer experience across all channels
Providing support for and resolving technical issues that have been escalated by team members
Assisting with the development and maintenance of technical documentation
Completing any additional tasks issued to them by the department’s managers
In summary, customer support representatives are responsible for providing excellent service to customers and ensuring their satisfaction. Each shift team has different members with varying responsibilities, but all play an important role in providing a positive customer experience.