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Several Entry Level Customer Service Job Opportunities – Support Officers – Awamo Uganda Ltd
Job Title: Support Officer
Organization: Awamo
Uganda Ltd
Uganda Ltd
Duty Station: Kampala,
Uganda
Uganda
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.
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.
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
timely - Manage incoming calls and customer
queries - 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
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 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
Personality
- 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 apply online at the link
below.
qualified and interested candidates are encouraged apply online at the link
below.
For more of the
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latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline