The Ugandan Jobline

• Receive
  and resolve queries, complaints and needs of walk-in customers and take
  ownership of any issues raised until resolution is achieved
• Ensure
  achievement of  set sales targets
• Process
  all customer and operational issues and where need be escalate to the line
  supervisor or other company departments those that require further action.
• Record,
  reconcile and report on customer and company information
• Actively
  promote and maintain a high quality professional service oriented
  company’s image among users.
• Maintains
  the company retail shops in a clean and tidy state.
• Receive
  and resolve queries, complaints and needs of walk-in customers and take
  ownership of any issues raised until resolution is achieved:
• Welcome
  customers into the shop with a smile and ascertain their needs, in
  instances where solutions are not readily available or the problem is not
  self-evident, check the relevant systems, make tests and liaise with
  relevant parties to verify the problem and or finds a solution
• Undertake
  after sales support via initiatives intended to implement a corrective
  action to ensure an excellent quality of service offered from time to time
• Update
  and sensitize prospective customers on the appropriate services/products
  as required
• Achieve
  all set customer services targets (KPI’s)
• Monitor
  own sales performance against set targets (KPI’s) and take remedial action
  where the performance falls short
• Ensure
  continuous month on month individual sales growth to facilitate business
  continuity.
• Conduct
  counter/ field sales of different products to prospective clients while
  committing the POS as a reference point to offer a lasting solution on
  product failure.
• Handle
  cross selling and up selling of company products/services to different
  customers both as walk-in and field customers.
• Handle
  customer and operational issues and where need be escalate to the line
  supervisor or other departments those that require further action.
• Escalate
  customer queries that cannot be resolved at 1st point of contact, to the
  appropriate department in accordance with set escalation process.
• Follow
  up with the relevant parties and obtain information or solutions in
  response to the queries and provide timely feedback within the set
  turnaround time.
• Updates
  the customer on the progress and or provide solutions.
• Record,
  reconcile and report on customer and company information
• Capture
  and record data on customer feedback and or queries into the systems
  i.e.:( customer care trouble ticket tool, IEW, BSCS,ORCA)
• Continuously
  check every transaction done and reconcile with the relevant systems to
  ensure accuracy and consistency.
• Categorize
  customer feedback in order of query type
• Carry
  out proper and accurate stock and cash reconciliation on a daily basis.
• Prepare
  daily, weekly and monthly cash sales report, stock reconciliation report,
  sales reports and balancing  of
  daily POS  reports against physical  cash 
  & other financial instruments
• Undertake
  stock taking every end of month under the supervision of line Supervisor
  and stock personnel from head office or as the  line manager may find fit
• Actively
  promote and maintain a high quality, professional, service oriented
  company’s image among users.
• Maintain
  orange brand image (Retail Visual Identity-RVI) by having proper uniforms,
  name tags and ID at all times
• Maintain
  a product display arrangement as per the merchandising guidelines to
  ensure a neat display of POS brochures, cabinets, and correct price tags
  with detail slip per product.
• Maintain
  high levels of team work, integrity, behavior/ work conduct with line
  manager and colleagues.
• Adhere
  to the company retail shops code of conduct in regard to professionalism
  and dress code
• Attend
  team meetings, (daily briefings and weekly meetings) as  scheduled
• Adhere
  to orange business & finance processes, fraud and assurance, security,
  health and safety equipment.
• Ensure
  self-development through acquiring skill trainings ( Intel ,Soma Orange,
  personal development)
• Undertake  managerial and shop supervision roles as
  the line manager may find necessary
• Maintain
  the OUL retail shops in a clean and tidy state.
• Check
  that the chairs, door mats, floor and windows are clean and ensures that
  property assigned to them is safe and in good condition.
• Checks
  that the blinds are clean and drawn
• Ensures
  availability of drinking water and disposable cups for the customers
• Maintain
  proper socially acceptable hygiene standards in line with general
  housekeeping and tidiness guidelines.
• Ensures
  safe storage of all documents and equipment.

• The
  ideal candidates for the Customer Service Representative (CSR) jobs should
  hold   Bachelor’s degree/ diploma
• At
  least one year’s relevant work 
  experience
• Ability
  to analyse, interpret and report statistical information
• Passion
  for customers and the customer experience
• Past
  experience in telecommunications specifically call centre or mobile
  industry desirable
• Ability
  to operate in a performance driven organization
• Culturally
  aware
• IT
  literacy skills
• Fluent
  in English
• Strong
  customer focus
• Result
  oriented and sales driven
• Possess
  excellent analytical and problem solving skills
• Excellent
  interpersonal skills and the ability to build strong relationships
• Sets
  high personal standards and is goal oriented
• Excellent
  communications skills, both oral and in written
• Team
  player

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