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 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

• 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

• 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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