- Serve as the first point of contact for all customer operational issues and requests.
- Log, categorise, prioritise, and track cases on the service desk platform with proper categorisation, reproducible issue detail, and correct routing.
- Ensure clean escalation and closure notes for every ticket.
- Coordinate with Product Support and Engineering for deeper investigations on complex issues.
- Maintain proactive communication with customers throughout the resolution lifecycle, providing timely status updates and expected resolution timelines.
- Participate in daily and weekly service review cadences and contribute to operational reporting.
- Flag recurring or systemic issues to the RM Team Lead for escalation and root cause analysis.
- Maintain up-to-date client records including contact details, product subscriptions, and interaction history.
- Surface client sentiment, recurring pain points, and operational insights to the CSM team to support strategic engagement.
Requirements
Requirement:
- Strong problem-solving and communication skills.
- Familiarity with ticketing tools and service processes (ITIL-aligned discipline).
- Ability to handle pressure and manage multiple customers concurrently.
- Proficiency with service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).
Key Outcomes/KPIs:
- SLA adherence – response and resolution targets met consistently.
- Ticket quality – proper categorisation, reproducible issue detail, correct routing.
- First-contact resolution rate (where applicable).
- Customer communication quality and timeliness.
- Volume of open vs. closed tickets per reporting period.
- Internal escalation response time and follow-through rate.
Career Progression: After gaining adequate operational experience and demonstrating relevant strengths, RMs may progress into one of two paths:
People/Client Skills Path: Promotion to Customer Success Manager (CSM), with a potential lateral move into Sales.
Domain/Technical Skills Path: Promotion to Product Support Specialist, with a potential move into Product Management.
Benefits
Qore provides the rare opportunity to make history in the financial space for Africa by Africans, while working with the smartest, brightest & coolest minds in Africa. Our people & culture team continuously thinks of innovative ways to improve employee experience and some of the other benefits of working with Qore includes:
- Very Competitive & Rewarding Pay
- Flexible work option (Hybrid)
- Paid Lunch for onsite work
- Lifelong Learnings
