Job Title: Customer Care Associate (Several Fresher Job Vacancies)
Organisation: Copia Global
Duty Station: Kampala, Uganda
Reports to: Customer care Supervisor.
About US:
Copia gives all consumers access to high- quality goods and services, regardless of their income level, access to technology or location. By harnessing mobile technologies, a network of last-mile Agents and proprietary logistics technology, Copia serves a high growth market that formal retail and e-commerce cannot penetrate.
Job Summary: The Customer Care Associate will play a significant role in ensuring that we deliver our promise to our customers: We Make Living Easier – Every Day.
Key Duties and Responsibilities:
- Handle all incoming customer communication from Copia Agents & Customers
- through phone, SMS, ticketing system {Fresh desk }, web chat and emails.
- Update Agents & Customers on delayed deliveries/and or non-deliveries with clear
- timelines on expected delivery timelines.
- Identify reasons behind service breakdowns during the customer journey {returns,
- agent unavailability, order cancellations} and attempt service recovery by calling
- affected Agents and Customers and offering proactive solutions.
- Escalate tickets within the organization through Fresh desk if they cannot be solved
- Regular calls to New Customers to get feedback as well as carry out product education.
- Make calls to potential customers to locate a Copia Agent nearest to them.
- Follow ups on Agent & Customer issues and ensuring timely feedback to all
- concerned parties on progress and resolution.
- Any other duties as may be given by your supervisor or Manager.
Qualifications, Skills and Experience:
- The ideal applicant must hold a Bachelor’s degree from an accredited college or university.
- Previous experience as a Telecom/Banking customer care associate/agent, marketing associate.
- Good data entry and typing skills.
- Ability to clearly communicate in English and Luganda.
- Ability to work in a fast-paced environment and in shifts including evening and weekend.
- Superior computer skills, including strong knowledge of Excel, Word and PowerPoint.
- Display exceptional interpersonal and active-listening skills as well as the ability to
- prioritize issues and respond accordingly.
- Commitment to Customer Experience.
- Customer-obsessed – You put the customer first in everything you do and are obsessed with creating a positive customer experience.
- Results oriented – You deliver results – end of story. You know what is needed and you make it happen.
- Fast paced – You have a sense of urgency and quickly move things forward. You know how to hustle.
- A team player – You proactively contribute to the team and always work well with others.
- Positive and fun – You are a joy to work with and you take learnings from everything you do.
How to Apply:
All suitably qualified and interested candidates Please send cover letter and resume to [email protected]
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