Job
Title: Customer
Service Representative
Title: Customer
Service Representative
Organisation: Fenix
Duty Station: Kampala, Uganda
Job
Summary: The Customer
Service Representative will be responsible:
Summary: The Customer
Service Representative will be responsible:
·
The provision of a readily available, service focused,
knowledgeable and experienced points of contacts for new and existing customers
The provision of a readily available, service focused,
knowledgeable and experienced points of contacts for new and existing customers
·
Ensure the customer needs are identified and fulfilled efficiently
and cost effectively.
Ensure the customer needs are identified and fulfilled efficiently
and cost effectively.
·
Maintain high level of integrity and ethical standards.
Maintain high level of integrity and ethical standards.
Key Duties and
Responsibilities:
Responsibilities:
·
Manage the Fenix Uganda Customer Service Line and provide high
quality customer service to all customers calling
Manage the Fenix Uganda Customer Service Line and provide high
quality customer service to all customers calling
·
Ensure that customers are assisted efficiently within the
timeframes laid down
Ensure that customers are assisted efficiently within the
timeframes laid down
·
Effectively cross sale company products and pass on sale leads to
the responsible persons
Effectively cross sale company products and pass on sale leads to
the responsible persons
·
Identify customer needs effectively and book new customers
accordingly
Identify customer needs effectively and book new customers
accordingly
·
Ensure the customers are fully informed of their rights and
obligations.
Ensure the customers are fully informed of their rights and
obligations.
·
Plan daily activities that will mainly be dictated by customer
requirements
Plan daily activities that will mainly be dictated by customer
requirements
·
Gather complete and accurate data for the potential customers
calling
Gather complete and accurate data for the potential customers
calling
·
Implement all the required steps and controls on all the customers
to minimize risks
Implement all the required steps and controls on all the customers
to minimize risks
·
Call all new ReadySet customers 1-2 weeks after purchase and again
3-4 months after purchase.
Call all new ReadySet customers 1-2 weeks after purchase and again
3-4 months after purchase.
·
Log all customer phone calls, complaints, questions, broken
accessories, repairs and swaps in the correct documents
Log all customer phone calls, complaints, questions, broken
accessories, repairs and swaps in the correct documents
·
Log all customer phone calls, complaints, questions, repairs,
broken accessories and swaps in the correct documents.
Log all customer phone calls, complaints, questions, repairs,
broken accessories and swaps in the correct documents.
·
Ensure data entered into Fenix Customer Service systems is
accurate, high quality and thoroughly captures all information
Ensure data entered into Fenix Customer Service systems is
accurate, high quality and thoroughly captures all information
·
Analyze customer service data on weekly basis
Analyze customer service data on weekly basis
·
Send a weekly report on customer calls
Send a weekly report on customer calls
·
Provide recommendations for improving customer service systems on
monthly basis
Provide recommendations for improving customer service systems on
monthly basis
·
Provide recommendations for improving Fenix products based on
customer service data on monthly basis
Provide recommendations for improving Fenix products based on
customer service data on monthly basis
·
Support in technical trainings for all Fenix staff, partners,
customers and technicians as needed.
Support in technical trainings for all Fenix staff, partners,
customers and technicians as needed.
·
Provide ICT support to Fenix office and staff members
Provide ICT support to Fenix office and staff members
·
Attend any other duties assigned to him by other departments,
especially those related to key sales and marketing needs.
Attend any other duties assigned to him by other departments,
especially those related to key sales and marketing needs.
·
Support in the sales and operations as needed.
Support in the sales and operations as needed.
How to Apply:
All suitably qualified
candidates should visit the web link below and create a profile on the NFT
Consult website by entering their e-mail addresses
candidates should visit the web link below and create a profile on the NFT
Consult website by entering their e-mail addresses
Please visit web link
below and click Apply now if convinced you have the job requirements
below and click Apply now if convinced you have the job requirements
For
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