Job Title: Customer
Service Representative
Service Representative
Organisation: Medequip
(U) Limited
(U) Limited
Duty Station: Kampala,
Uganda
Uganda
Reports to: Chief
Executive Officer & Sales Executive
Executive Officer & Sales Executive
About US:
Medequip (U) Limited
is one of the leading distributors of medical equipment, supplies and
consumables in Uganda, especially imaging and radiology, critical care,
surgical, and medical furniture.
is one of the leading distributors of medical equipment, supplies and
consumables in Uganda, especially imaging and radiology, critical care,
surgical, and medical furniture.
Job Summary: The Customer Service Representative will
mainly ensure customer service requests, queries and payments are actioned,
processed and recorded accurately and in a timely manner at the front counter
and call Centre. This role also involves administrative tasks and Support to
the Customer Service Team, and also to increase customer satisfaction, loyalty
and retention and to meet their expectations
mainly ensure customer service requests, queries and payments are actioned,
processed and recorded accurately and in a timely manner at the front counter
and call Centre. This role also involves administrative tasks and Support to
the Customer Service Team, and also to increase customer satisfaction, loyalty
and retention and to meet their expectations
Key Duties and Responsibilities:
·
Provides
guidance and assistance to the Company and staff in all aspects in Customer
Service
Provides
guidance and assistance to the Company and staff in all aspects in Customer
Service
·
The Customer
Service Representative will improve Customer Service Experience, create engaged
customers and facilitate organic growth
The Customer
Service Representative will improve Customer Service Experience, create engaged
customers and facilitate organic growth
·
Open and
Maintain Customer Accounts by recording account information
Open and
Maintain Customer Accounts by recording account information
·
Set a
clear mission and deploy strategies focused towards that mission
Set a
clear mission and deploy strategies focused towards that mission
·
Deliver
Quality information and services face-to-face, telephone and email to both
internal and external customers
Deliver
Quality information and services face-to-face, telephone and email to both
internal and external customers
·
Proactively
assist in the completion of data entry as directed/requested based on current
procedures and deadlines.
Proactively
assist in the completion of data entry as directed/requested based on current
procedures and deadlines.
·
Maintain
and update information/data on the knowledge base
Maintain
and update information/data on the knowledge base
·
Provide support
and accurate and timely responses to requests for information both written and
verbal
Provide support
and accurate and timely responses to requests for information both written and
verbal
·
The Customer
Service Representative will mainly monitor Procedures to improve performance in
administrative and workflow processes in conjunction with the customer service
team and system requirements
The Customer
Service Representative will mainly monitor Procedures to improve performance in
administrative and workflow processes in conjunction with the customer service
team and system requirements
·
Resolve
product or service problems by clarifying the customers complaint; determining
the cause of the problem; selecting and explaining the best solution to solve
the problem; expediting correction adjustment; following up to ensure
resolution.
Resolve
product or service problems by clarifying the customers complaint; determining
the cause of the problem; selecting and explaining the best solution to solve
the problem; expediting correction adjustment; following up to ensure
resolution.
·
Maintain
Financial Accounts by processing customer adjustments
Maintain
Financial Accounts by processing customer adjustments
·
Recommend
potential products or services to management by collecting customer information
and analyzing customer needs
Recommend
potential products or services to management by collecting customer information
and analyzing customer needs
·
Actively
contribute to team effort by accomplishing related results as needed
Actively
contribute to team effort by accomplishing related results as needed
·
Manage
large amounts of incoming calls
Manage
large amounts of incoming calls
·
Generate
Sales leads
Generate
Sales leads
·
Identify
and Assess Customers’ needs to achieve satisfaction
Identify
and Assess Customers’ needs to achieve satisfaction
·
Build
Sustainable relationships of trust through open and interactive communication
Build
Sustainable relationships of trust through open and interactive communication
·
Provide
accurate; valid and complete information by using the right methods/Tools
Provide
accurate; valid and complete information by using the right methods/Tools
·
Meet
Personal/team sales targets and call handling quotas
Meet
Personal/team sales targets and call handling quotas
·
The Customer
Service Representative will also handle complaints provide appropriate
solutions and alternatives within the time limits and follow up to ensure
resolution
The Customer
Service Representative will also handle complaints provide appropriate
solutions and alternatives within the time limits and follow up to ensure
resolution
·
Keep
records of customer interactions, process customer accounts and file documents
Keep
records of customer interactions, process customer accounts and file documents
·
Follow communication
procedures, guidelines and policies
Follow communication
procedures, guidelines and policies
·
Resolve customer
complaints via phone, email, mail or social media
Resolve customer
complaints via phone, email, mail or social media
·
Utilize computer
technology to handle high call volumes
Utilize computer
technology to handle high call volumes
·
The Customer
Service Representative will also compile Reports on overall customer
Satisfaction
The Customer
Service Representative will also compile Reports on overall customer
Satisfaction
·
Makes
recommendations for the customer
Makes
recommendations for the customer
·
Maintains
documentation of customer contact and account updates
Maintains
documentation of customer contact and account updates
·
Create
and maintain a list/database of prospect clients
Create
and maintain a list/database of prospect clients
·
Performs
other related duties such as special assignments and annual major objectives as
required.
Performs
other related duties such as special assignments and annual major objectives as
required.
Qualifications, Skills and Experience:
·
The Customer
Service Representative must hold a Bachelor’s Degree in Business Administration
or Marketing or any relevant degree
The Customer
Service Representative must hold a Bachelor’s Degree in Business Administration
or Marketing or any relevant degree
·
One year
of experience in a related field
One year
of experience in a related field
·
Additional
Certifications and other professional development experience
Additional
Certifications and other professional development experience
·
Data
Entry & Management Skills
Data
Entry & Management Skills
·
Familiar
with CRM Systems and practices
Familiar
with CRM Systems and practices
·
Proficiency
in at least three different local Languages and any additional International
Language except English will be an added advantage
Proficiency
in at least three different local Languages and any additional International
Language except English will be an added advantage
·
Working
Knowledge of customer service software, databases and tools.
Working
Knowledge of customer service software, databases and tools.
·
Customer
Orientation and Ability to adapt/Respond to different types of characters
Customer
Orientation and Ability to adapt/Respond to different types of characters
·
Proven
Customer Support/Service and people skills experience
Proven
Customer Support/Service and people skills experience
·
Tenacity
to handle rejection and continue with a positive attitude when reaching next
potential customer
Tenacity
to handle rejection and continue with a positive attitude when reaching next
potential customer
·
Excellent
Communication and Presentation Skills
Excellent
Communication and Presentation Skills
·
Ability
to multi task, prioritize and manage time effectively
Ability
to multi task, prioritize and manage time effectively
·
Knowledge
of sales process from initiation to close
Knowledge
of sales process from initiation to close
·
Strong
phone contact handling skills and active listening
Strong
phone contact handling skills and active listening
·
Territorial
management aptitude
Territorial
management aptitude
How to Apply:
All candidates are
strongly encouraged to forward their applications to; [email protected]
and copy; [email protected]
strongly encouraged to forward their applications to; [email protected]
and copy; [email protected]
Deadline: 27th August 2018
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