Entry Level Customer Service Jobs – Support Officers – Awamo Uganda Ltd

Job Title:     Support Officer
Organization: Awamo
Uganda Ltd
Duty Station: Mbarara,
About US:
Awamo Uganda provides the long
awaited solution to the problems of MFIs and their clients. Awamo is the
digital, mobile banking platform and credit bureau especially designed for
MFIs. The biometric technology involved solves the problem of having too little
security by protecting clients data and reducing fraud.
Job Summary: The Support
Officer entails serving awamo’s customers by providing product and service
information, trainings (onboarding and/or ongoing), resolving product and
service problems in a timely manner to ensure excellent customer experience and
quality service. The Support Officer is the key liaison between customers and
all relevant stakeholders both internal and external.
Key Duties and Responsibilities:  
  • Create/assign
    electronic tickets with accurate issue description to ensure customer
    queries/issues are resolved timely 
  • Manage
    incoming calls and customer queries
  • Identify,
    assess, and communicate customer needs to enable appropriate action 
  • Guide
    customers through the onboarding process (e.g. meeting arrangements,
    formalities, class room and on-the-job training, technical
  • Mentor
    and train customers individually and in group sessions on use of awamo’s
  • Provide
    support to customers in person, via phone, e-mail, or remotely as and when
    needed even outside normal business hours 
  • Ensure
    positive customer experience through high quality service and
    communication thereby attaining customer retention and attracting new
  • Handle
    customer service and support related incoming requests and track,
    prioritize, and document customer service requests 
  • Quickly
    respond to and resolve complex customer issues through incident
    recognition, research and isolation, resolution, escalation and follow up
    – if need be involving other departments – to the satisfaction of the
  • Update
    customers on new design, product and technology changes and ensure they are
    trained to adapt to the changes
  • Actively
    promote the awamo brand and market reach by interacting with team members,
    vendors and customers to get timely and regular feedback from the
    customers on our services vis-à-vis their requirements 
  • Engage
    in continuous performance evaluation regarding our product and user
    experience with the same 
  • Update
    Branch Manager on any occurrence outside the norm for support and timely
  • Regular
    and timely direct reporting (daily, weekly, monthly, or quarterly) of
    activities done to supervisor and other stakeholders 
  • The
    Support Officer will also manage databases and execute reports to track
    and support implementation and overseeing of compliance initiatives 
  • Coordinate
    with the product development team to enhance current design and share
    feedback from the customers on any challenges or improvement ideas
    regarding the product
Key Performance Indicators:
  • Performance
    in line with key performance indicators as may be defined from management
    from time to time, for example:  1.
    System usage  2. Ticket resolution  3. Customer satisfaction

Qualifications, Skills and Experience:
  • The
    ideal candidate should preferably hold a Bachelor’s Degree in an IT or
    business related course – equivalent work experience will be considered as
  • Proficiency
    in Microsoft Office packages 
  • Familiar
    with the use of Android and excellent general IT user skills 
  • Capability
    to explain issues to customers in a well-structured and clear manner 
  • Good
    verbal and written expression and proper use of grammar 
  • Fluency
    in English and other local languages specific to the area of operation
  • Two
    to three years of working experience handling customer relations in a
    fast-paced environment preferably in the IT or financial sector 
  • Proven
    track record of fast execution on tasks and on-time delivery of high
    quality results
  • Proven
    working experience in any of the following is considered a plus:
    Microfinance  Accounting  use of any customer relationship
    management system
  • Fast
    thinker, solution oriented 
  • Excellent
    communication skills and rapport with customers 
  • Eager
    to constantly learn, improve and take on additional responsibility
  • Capable
    to provide constructive feedback to peers and superiors 
  • Ability
    to work remotely yet deliver on agreed results 
  • Willingness
    to work long or irregular hours 
  • Willingness
    to travel extensively 
  • Hard-working,
    organized, and able to deal with the pressure of delivering fast 
  • Willingness
    to perform against defined goals with a relevant variable pay component
How to Apply:
All suitably qualified and
interested candidates are encouraged to send their applications, academic
documents and resumes (soft copy only) to hr.ug@awamo.com  
NB: Candidates
from Mbarara and surrounding areas are especially encouraged to apply.
Deadline: 14th April 2018
For more of the latest jobs,
please visit http://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline

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