4 Customer Service Jobs – Support Officers – Awamo Uganda Ltd

Job Title:     Support Officer
Organization: Awamo
Uganda Ltd
Duty Station: Mbale,
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 entails serving awamo’s customers by providing
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. 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 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
Key Performance Indicators:
  • 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

Qualifications, Skills and Experience:
  • 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
How to Apply:
All suitably
qualified and interested candidates are encouraged to send their applications,
academic documents and resumes online at the link below.
For more of the
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline



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