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Job Title:    Customer Support Officer
(Fresher No Experience Jobs)

Organisation: WASSHA
Africa Uganda Ltd

Duty Station: 
Jinja, Uganda

Reports to:
Customer Support Leader

 

About US:

WASSHA Africa Uganda
Ltd is a fast-growing start-up solar energy company in Uganda offering
alternative energy solutions to people who have no or limited access to power.
We empower them by offering an affordable and clean energy service to enhance
their businesses and/or improve their standards of living. We engage an agent
in a village (“Agent”) as the charging station to distribute the product to
customers.

 

Job Summary:  The Customer Support Officer will ensure that
Agent and customer issues raised via incoming calls are recorded, reported and
follow up is made to ensure they are resolved.

 

Key Duties and Responsibilities:  

·       
Receive
incoming calls from Agents and customers.

·       
Be
empathetic and compassionate while dealing with Agent and customer complaints.

·       
Record
data of high quality that can be used to better serve our Agents and customers.

·       
Set up
new accounts for Agents as per WASSHA criteria.

·       
Any
other duties as may be assigned from time to time.

Troubleshooting

·       
Learn
all product details, technical specifications, and prices.

·       
Ensure
that Agent and customer issues raised via incoming calls are recorded, reported
and follow up is made to ensure they are resolved.

·       
Patiently
listen to customer complaints and offer them solutions to enhance Agent and
customer satisfaction.

·       
Take
responsibility for reported issues until they are resolved or otherwise
escalate unresolved issues or questions to your immediate supervisor without
delay

Encourage agents to
boost sales:

·       
Aid the
Sales process through outbound calls.

·       
Keep
track of the status of all assigned Agents through outbound calls.

·       
Identify
Agent/customer-specific needs over the phone and ensure they are addressed.

·       
Explain
the product values, propositions and policies to increase the customers’
demand.

·       
Possess
a persuasive tone while serving customers to ensure a sale is completed.

·       
Provide
accurate product information to Agents and customers and never over demonstrate
or lie to Agents and customers about our product capabilities

Support field sales
workers (Marketing Representative, “MR”)

·       
Assist
MRs to ensure completion of their required tasks in coordination with the
marketing team.

·       
Manage
the contract process with Agents by ensuring signed contracts are scanned and
stored as per company policy.

·       
Provide
any technical support to MRs while they are in the field.

·       
Check
task completion status of MRs.

·       
Check
Agent’s location coordinates using Google Map.

 

Qualifications, Skills and Experience:

·       
Fluent
Language: English and Luganda (both speaking and writing)

·       
PC skill
(spreadsheets)

·       
Smartphone
literacy

·       
Fluent
Language: Samia (Busia), Gishu (Mbale) or Runyakitara (Western)

·       
Experience
in the sales field and/or customer support call center role.

·       
A person
eager to grow and learn

·       
Ability
to build relationships and work in a fast-growing start-up environment

·       
Excellent
interpersonal skills

·       
Be
willing to take responsibility for assigned tasks and complete them

·       
Willingness
to seek out the root cause of a problem.

·       
Integrity
and the ability to deal with confidential information are essential

·       
Ability
to remain calm while dealing with customer complaints

·       
Flexibility
with ability to work under pressure.

·       
Excellent
verbal communication skills, ability to communicate with many different types
of people

 

How to Apply:

 All candidates should send an updated CV,
Application Letter and academic transcripts in PDF to recruitug@tz.wassha.com
Please ensure to indicate the JOB TITLE in the SUBJECT HEAD of the email.

 

Deadline: 26th February 2021 at 18:00 (EAT)

 

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