The Ugandan Jobline

• Guide the customers through the onboarding
  process (e.g. meeting arrangements, formalities, technical assistance)
• Train customers individually and in group
  sessions on use of awamo’s software
• Offer timely support to customers in
  person, via phone, e-mail, or remotely as and when needed even outside
  normal business hours
• Ensure positive customer experience
  through high quality service and communication thereby attaining customer
  retention and attracting new customers
• Handle customer service and support
  related incoming requests and track, prioritize, and document customer
  service requests
• Quickly respond to and resolve complex
  customer issues through incident recognition, research and isolation,
  resolution, escalation and follow up to the satisfaction of the customer
• Update customers on new design, product
  and technology changes and ensure they are trained to adapt to the
  changes.
• Promote the awamo brand and market reach
  by interacting with team members, vendors and customers to get timely and
  regular feedback from the customers on our services vis-à-vis their
  requirements.
• Engage in continuous performance
  evaluation and training projects regarding our product and user experience
  with the same
• Update Branch Manager on any occurrence
  outside the norm for support and timely resolution
• Regular and timely direct reporting
  (weekly, monthly, quarterly or annually) of activities done to supervisor
  and other stakeholders
• Manage databases and execute reports to
  track and support implementation and overseeing of compliance initiatives
• Coordinate with the product development
  team to enhance current design and share feedback from the customers on
  any challenges or improvement ideas regarding the product Job application
  procedure 

• The applicants for the Support Officer
  jobs should hold Bachelor’s Degrees in an IT or business related course –
  equivalent work experience will be considered as well.
• At least two to three years’ experience in
  handling customer relations in a fast-paced environment preferably in the
  I.T or financial sector.
• Proficiency in Microsoft Office packages
• Familiarity with the use of Android and
  excellent general IT user skills
• Excellent track record of fast execution
  of tasks and on-time delivery of high quality results
• Capability to explain issues to customers
  in a well-structured and clear manner
• Personality Fast thinker, solution
  oriented
• Excellent communication skills and rapport
  with customers
• Eager to constantly learn, improve and
  take on additional responsibility
• Ability to work remotely Willingness to
  work long or irregular hours Hard-working, organized, and able to deal
  with the pressure of delivering fast
• Fluency in English and other local
  languages specific to the area of operation
• Willingness to perform against defined
  goals with a relevant variable pay component

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