• 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

• 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).
  

• 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.
  

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: