Customer Service Excellence Lead - Francophone

About Us:

Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.

Our EVP:

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.

About The Role:

The CSE Lead - Francophone will be responsible for Business-as-usual topics, to act as first point of contact for customers and work to help solving their problems / fulfill their requests. The incumbent will work with the internal teams on issues raised by clients and report the to the CSE team lead.

Key Responsibilities:

• Be the first point of contact point for all banks.
• Log, track and follow up to closure all items raised by clients. Understand and communicate expectations of client internally with each concerned team. Ensure the communications of status is done on timely basis to the team leader.
• Ensure that all items are logged and closed within the stipulated time frame and manage client expectations. Ensure minimum aging of items and ensure closure of the issue reported as per the agreed TAT of each issue type.
• Assisting & supporting the team on resolution of high priority issues which may have significant financial / customer service / reputational impacts.
• Ensure that entire activities of the CSE unit are done on timely basis.
• Ensure client feedback is shared with relevant units especially when client is dissatisfied. If within operations, ensure resolution. If outside of operations, then remind and escalate to related team head.
• Daily / Weekly / Monthly discussions to be held with team and other items on reported issues pertinent to the clients.
• Escalation / Internal Follow ups / Upcoming operational requirements to be undertaken for each client handled. Where TATs are not adhered to, escalation to be made as appropriate to ensure issue is resolved to CSE team leader immediately.
• Ensure traction in customer issues getting closed, where these are pending confirmation from client banks.
• At all times, remain accessible and display the required energy and passion to ensure excellent support to client banks.
• Coordinate with Project managers / Delivery Manager, Business Analysis, IT and vendor all implementation, testing and certifications of products and services.
• Setting up monthly service review meetings with key clients along with service review reports to discuss NI performance, escalations, critical incidents and TRX performance.

Key Requirements:

Education:

• A bachelor's degree in a relative field level from a recognized university.

Experience:

• Minimum 3 years professional experience, specifically in the cards and payments domain.
• Minimum of 2 years’ experience with card management processes and knowledge of payment scheme

Job Specific Skills:

• Good in oral/written communication and interpersonal skills for effective collaboration with clients.
• Fluent in English.
• Proficient with the Microsoft Office Suite.
• Ability to work effectively in a team and matrix environment.
• Problem management skills.
• Good analytical & Presentation skills.
• Complaint Management skills