Support Officer Customer Service Job Opportunities - Awamo Uganda Ltd

Job Title:     Support Officer
Organization: Awamo Uganda Ltd
Duty Station: Kampala, Uganda

About US:
Awamo Uganda provides the long awaited solution to the problems of MFIs and their clients. Awamo is the digital, mobile banking platform and credit bureau especially designed for MFIs. The biometric technology involved solves the problem of having too little security by protecting clients data and reducing fraud.

Job Summary: The Support Officer will provide awamo’s customers with product and service information, trainings (onboarding and/or ongoing), resolving product and service problems in a timely manner to ensure excellent customer experience and quality service. Support is the key liaison between customers and all relevant stakeholders both internal and external.

Key Duties and Responsibilities:   
  • 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 
Qualifications, Skills and Experience:  
  • 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

How to Apply:
All suitably qualified and interested candidates are encouraged to send their applications, academic documents and resumes (soft copy only) to

Deadline: Tuesday 27th June 2017

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