Job Title: Client Care Officer (Several Fresher Jobs)
Organisation: SolarNow
Duty Station: Mbale, Soroti,
Kotido, Lira and Kapchorwa, Uganda
Kotido, Lira and Kapchorwa, Uganda
Reports to: Care Manager
About US:
SolarNow is a distribution and finance company that sells high quality solar product and appliances to households and businesses in Uganda. The company started in 2011 and has since opened 36 branches throughout Uganda, employs around 250 people. Expansion into other countries is planned for 2016.
Job Summary: The Client Care
Officer will be responsible for high actor satisfaction by offering proper
empathic, fun, passionate and right communication; and ensuring Standard
Operational Procedures compliance.
Officer will be responsible for high actor satisfaction by offering proper
empathic, fun, passionate and right communication; and ensuring Standard
Operational Procedures compliance.
Key Duties and
Responsibilities:
Responsibilities:
·
Ensure stakeholder satisfaction
Ensure stakeholder satisfaction
·
Ensure compliance to the Care manual and all
other desk manuals
Ensure compliance to the Care manual and all
other desk manuals
·
Offer complete solutions
Offer complete solutions
·
Provide quick solutions
Provide quick solutions
Key Performance Indicators:
Third party score: 90%
(empathic, fun, right, passion)
(empathic, fun, right, passion)
Exam score: 80% Follow
through instructions, policy and procedure
through instructions, policy and procedure
Solutions: Not less than
50 actions per day
50 actions per day
Duration: Provide solutions in less than 2 minutes
Job Tasks:
Meeting: daily 8.00am – 8.30am
·
Attends and Contributes to the Team Meeting
Attends and Contributes to the Team Meeting
·
Presents results previous day with forms to be
send to Care manager: All based in SAS record
Presents results previous day with forms to be
send to Care manager: All based in SAS record
·
Plans and prepares current day: assign duties
and routes
Plans and prepares current day: assign duties
and routes
Office: daily Monday 8.30am – Friday 5.30pmCall Centre (aim: provide
solutions)
solutions)
·
Inbound: Attend to incoming
calls/media
Inbound: Attend to incoming
calls/media
·
Outbound: Conduct general
information outgoing calls (delivery delays, product stock out, etc.)
Outbound: Conduct general
information outgoing calls (delivery delays, product stock out, etc.)
Before-Sales (aim: lead generation.
·
References: Contact the references
as per applications
References: Contact the references
as per applications
·
Lead program: Soft selling to
potential clients from the leads DB
Lead program: Soft selling to
potential clients from the leads DB
·
Membership program: handling scheme
and related communication
Membership program: handling scheme
and related communication
·
No Deposits follow up
No Deposits follow up
·
Any other functional tasks that might be
assigned for the smooth running
Any other functional tasks that might be
assigned for the smooth running
After-Sales (aim: repeat & referral sales):
·
Installation satisfaction;
done by verifying with the client quality and completeness of the installation
of the system.
Installation satisfaction;
done by verifying with the client quality and completeness of the installation
of the system.
·
Service satisfaction; CO
verifies with client that service issue was resolved and he/she is happy.
Service satisfaction; CO
verifies with client that service issue was resolved and he/she is happy.
·
Credit satisfaction;
Following with rejected assessment clients and clients that have not made a
deposit after a successful assessment.
Credit satisfaction;
Following with rejected assessment clients and clients that have not made a
deposit after a successful assessment.
·
Sales satisfaction survey;
This a 6 months periodic survey that aims understanding customer needs by
collecting relevant information.
Sales satisfaction survey;
This a 6 months periodic survey that aims understanding customer needs by
collecting relevant information.
·
Repeats.
Repeats.
·
Monitor the portfolio
Monitor the portfolio
·
Any other functional tasks that might be
assigned for the smooth running.
Any other functional tasks that might be
assigned for the smooth running.
Reception (aim: Client Satisfaction):
·
Provide information to internal and external
clients and other stake holders i.e. informing clients about the new products
& offers, delays in delivery or other inconveniences, contacting branches,
initiating service cases.
Provide information to internal and external
clients and other stake holders i.e. informing clients about the new products
& offers, delays in delivery or other inconveniences, contacting branches,
initiating service cases.
·
Attending to all incoming media like toll free,
the standard phone “00” email & social media (both posting messages &
handling reactions).
Attending to all incoming media like toll free,
the standard phone “00” email & social media (both posting messages &
handling reactions).
·
Handling both out going & incoming postal
services and the sms gateway
Handling both out going & incoming postal
services and the sms gateway
·
Offer personal assistance services to
Management.
Offer personal assistance services to
Management.
·
Special projects on requests from other desks.
Special projects on requests from other desks.
·
Close Engineering Tickets.
Close Engineering Tickets.
·
Perform any other functional tasks that might be
assigned for the smooth running
Perform any other functional tasks that might be
assigned for the smooth running
A team leader has the same responsibilities, authorities and tasks as
any team member, plus:
any team member, plus:
·
Hosts daily team meetings (optionally by phone)
Hosts daily team meetings (optionally by phone)
·
Coaches and recommends training needs as a first
line resource
Coaches and recommends training needs as a first
line resource
·
Handles day-to-day operations of the team
Handles day-to-day operations of the team
·
Supervises staff
Supervises staff
·
Notices trends and advises Manager
Notices trends and advises Manager
Qualifications, Skills and
Experience:
Experience:
·
The applicants for the Client Care Officer jobs
must hold degrees in Business administration or related disciplines
The applicants for the Client Care Officer jobs
must hold degrees in Business administration or related disciplines
·
One year of related work experience
One year of related work experience
·
Excellent communication and reporting skills
Excellent communication and reporting skills
·
Able to work with minimum supervision
Able to work with minimum supervision
·
Fit
with Solar Now culture.
Fit
with Solar Now culture.
·
Fluent in English
Fluent in English
·
Language
Requirements: For
applicants who wish to be placed in Kotido, Mbale, Soroti, Lira,
Kapchorwa, proficiency in speaking one or two of these following languages is
required i.e. Japadhola, Alur, Lang, Kup Sabiny, Ateso, Ng’ karamajong, Lugisu
Language
Requirements: For
applicants who wish to be placed in Kotido, Mbale, Soroti, Lira,
Kapchorwa, proficiency in speaking one or two of these following languages is
required i.e. Japadhola, Alur, Lang, Kup Sabiny, Ateso, Ng’ karamajong, Lugisu
How to Apply:
All suitably qualified and interested candidates are encouraged to send
their applications to the Human Resource Manager, SolarNow Uganda Services via
e-mail, [email protected], including their updated CVs (no other
documents).
their applications to the Human Resource Manager, SolarNow Uganda Services via
e-mail, [email protected], including their updated CVs (no other
documents).
Deadline: 31st August, 2016
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