Customer Service Jobs – Support Officers – Awamo Uganda Ltd

Job Title:     Support Officer
Organization: Awamo Uganda Ltd
Duty Station: Mbarara, 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 be
supporting awamo’s customers by providing product and service information,
training (on-boarding and/or ongoing), resolving product and service problems
in a timely manner to ensure excellent customer experience and quality service.
The Support Officer is the key liaison between customers and all relevant
stakeholders both internal and external.
Key Duties and Responsibilities: 
  • 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 on-boarding process (e.g. meeting arrangements,
    formalities, class room and on-the-job training, technical assistance)
  • 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
  • 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
  • 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
  • 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

Qualifications, Skills and Experience: 
  • The
    applicant must hold a Bachelor’s Degree in an IT or business-related
    course. Equivalent work experience will be considered as well. 
  • 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; Micro
    finance, Accounting, Use of any customer relationship management system
  • 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
Personality
  • 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
How to Apply:
All suitably qualified and interested candidates are
encouraged apply online at the link below.
Deadline: 30th
June 2018
For more of the latest jobs, please visit https://www.theugandanjobline.com or
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