Fresher 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 will be supporting awamo’s
customers by providing product and service information, training (on-boarding
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
  • Manage incoming calls and customer
  • Identify, assess, and communicate
    customer needs to enable appropriate action
  • Guide customers through the on-boarding
    process (e.g. meeting arrangements, formalities, class room and on-the-job
    training, technical assistance)
  • Train customers individually and in
    group sessions on use of awamo’s software
  • 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 customers
  • Handle customer service and support
    related incoming requests and track, prioritize, and document customer
    service requests
  • 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 customer
  • Update customers on new design, product
    and technology changes and ensure they are trained to adapt to the changes
  • 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
  • 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 resolution
  • Regular and timely direct reporting
    (daily, weekly, monthly, or quarterly) of activities done to supervisor
    and other stakeholders
  • 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

Qualifications, Skills and Experience: 
  • The applicant must hold a Bachelor’s Degree
    in an IT or business-related course – equivalent. Work experience will be considered as well. 
  • 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; Micro finance, Accounting, Use of any
    customer relationship management system
  • 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
  • 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
  • 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 apply online at the link
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