10 Fresher Job Opportunities – Customer Service Representatives at Q Sourcing

Organisation: Q Sourcing
Duty Station:  Kampala, Uganda
About US:
Q Sourcing is an East African
human resource consulting and outsourcing company, combining unparalleled
experience and expertise across business functions.
Job Summary:  The Customer Service Representatives will be
required to quickly respond to the needs, queries and complaints of walk-in
customers who visit client retail shops, ensure that they work efficiently to
achieve individual sales targets and provide appropriate solutions that
contribute to customer satisfaction and loyalty of the company customers. The
job holders will also expeditiously follow-up on all outstanding or unresolved
customer issues as well as complete many other duties necessary in the retail
shop in an effective and efficient manner.
Key Duties and Responsibilities:  
  • 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
  • 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.
Qualifications, Skills and Experience:  
  • The
    ideal candidates for the Customer Service Representative (CSR) jobs should
    hold   Bachelor’s degree/ diploma
  • At
    least one year’s relevant work 
  • 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
  • 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
Age: 25 years and above
How to Apply: 
All suitably qualified and
interested candidates are invited to send a comprehensive CV by e-mail to
Note: Kindly mark your
application as “Application _ Customer Service Representative (CSR)” in
the subject line of your email.
Deadline: 23rd February, 2015 by 5:00 PM
For More Ugandan Jobs, Please
Visit http://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline

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