Quality Assurance & Retention Agent (Customer Service Jobs) – aYo Uganda

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Job Title:         Quality
Assurance & Retention Agent (Customer Service Jobs)  

Organization: aYo
Uganda

Duty Station: 
Kampala, Uganda

About US:

aYo is a Micro
Insurance Company partnering with MTN to offer revolutionary Insurance
solutions. aYo brings you an easy way to get hospital cover for accidents (not
illness) and life cover, when you buy airtime or send money with care.

Job Summary:  The  Quality Assurance & Retention
Agent will support aYo Uganda in the following: Customer Value Management,
Market Surveys and Quality Assurance to enhance activity, usage and subscriber
retention.

Key Duties and Responsibilities: The Quality Assurance and Retention Agent is
expected to:

·        
Communicate
with customers in their preferred local or other language , Runyankole,
Runyoro, Luganda Luo and English

·        
Offer
product education: Ensuring that the information offered to the customers
through each of our distribution channels is comprehensive.

·        
Offer
appropriate support including relevant product information + T& Cs.

·        
Manage
pre churn and active base: Offer quality engagement of the existing customer,
to establish their challenges.

·        
Establish
current customer challenges and the product knowledge gaps in the market 

·        
Establish
hindrances to repetitive transactions

·        
Execute
customer surveys to meet business objectives and needs

·        
Execute
Customer Value Management (CVM)campaigns with the aim to retain customers

·        
Establish
the reasons why some customers have terminated the service

·        
Help the
customers to appreciate the benefits intended in our CVP.

·        
Reinstate
the customers that could have terminated the services due to lack of the
relevant support and info.

·        
Encourage
customers to dial 296  regularly (at
least once a month to avoid de activation

·        
Document
feedback

·        
Any
other related work that may be assigned by the supervisor as per business
needs.

·        
Submit
summarised reports on market feedback in order for management to take
appropriate action.

Qualifications, Skills and Experience: 

·        
The
applicant must hold a Degree in a relevant field

·        
Prior
experience in telecom Sales, Call Centre, retention or insurance is an
advantage.

·        
Excellent
knowledge of MS Office

·        
Highly
motivated and target driven with a proven track record in sales

·        
Excellent
selling, communication and negotiation skills

·        
Prioritizing,
time management and organizational skills

·        
Ability
to create and deliver presentations tailored to the audience needs

·        
Relationship
management skills and openness to feedback

·        
Multi
lingual candidates are encourage to apply

How to Apply:

All candidates
should send their updated CVs / resumes to info@ayo.co.ug

Deadline: 3rd September 2019

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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