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Fresher Customer Service Support Officer Jobs – Awamo
Administration Jobs in Uganda, Business Administration Jobs in Uganda, Finance Jobs in Uganda, Sales and Marketing Jobs in Uganda, Social Sciences Jobs in Uganda, Uncategorized
Job Title: Support Officer
Organization: Awamo
Uganda Ltd
Uganda Ltd
Duty Station: 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.
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 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.
Officer will be 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) - 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
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 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 ideal candidate should preferably 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: - Microfinance
- Accounting
- Use of any customer relationship management system
- Willingness to perform against defined goals with a relevant
variable pay component - Fast thinker, solution oriented
- Team player with “customer first” attitude
- 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 - 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
How to Apply:
All suitably
qualified and interested candidates are encouraged to send their applications,
academic documents and resumes online at the link below.
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
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline
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