The Ugandan Jobline

• Create/assign
  electronic tickets with accurate issue description to ensure customer
  queries/issues are resolved timely 
• Manage
  incoming calls and customer queries
• Identify,
  assess, and communicate customer needs to enable appropriate action 
• Guide
  customers through the onboarding process (e.g. meeting arrangements,
  formalities, class room and on-the-job training, technical
  assistance) 
• Mentor
  and train customers individually and in group sessions on use of awamo’s
  software 
• Provide
  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
  – if need be involving other departments – 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
• Actively
  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 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 (daily, weekly, monthly, or quarterly) of
  activities done to supervisor and other stakeholders 
• The
  Support Officer will also 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

• Performance
  in line with key performance indicators as may be defined from management
  from time to time, for example:  1.
  System usage  2. Ticket resolution  3. Customer satisfaction

• The
  ideal candidate should preferably hold a Bachelor’s Degree in an IT or
  business related course – equivalent work experience will be considered as
  well 
• Proficiency
  in Microsoft Office packages 
• Familiar
  with the use of Android and excellent general IT user skills 
• Capability
  to explain issues to customers in a well-structured and clear manner 
• Good
  verbal and written expression and proper use of grammar 
• Fluency
  in English and other local languages specific to the area of operation
• Two
  to three years of working experience handling customer relations in a
  fast-paced environment preferably in the IT or financial sector 
• Proven
  track record of fast execution on tasks and on-time delivery of high
  quality results
• Proven
  working experience in any of the following is considered a plus:
  Microfinance  Accounting  use of any customer relationship
  management system
• Fast
  thinker, solution oriented 
• Excellent
  communication skills and rapport with customers 
• Eager
  to constantly learn, improve and take on additional responsibility
• Capable
  to provide constructive feedback to peers and superiors 
• Ability
  to work remotely yet deliver on agreed results 
• Willingness
  to work long or irregular hours 
• Willingness
  to travel extensively 
• Hard-working,
  organized, and able to deal with the pressure of delivering fast 
• Willingness
  to perform against defined goals with a relevant variable pay component

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