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Job Title:   Customer Service Representative (Fresher Jobs)

Organisation: EcoSafi

Duty Station:  Kampala, Uganda

About US:

Better Cooking Company (doing business as ‘EcoSafi’) is hosting Local Stakeholder Consultations (LSC) for large-scale Voluntary Project Activities (VPAs) in Kenya and Uganda under the Better Cooking Company’s Clean Cooking Program to be registered under the Gold Standard. Everyone interested in learning about the Kenya and Uganda VPAs and providing feedback is encouraged to join.

Job Summary:  As a Customer Service Representative for EcoSafi, you will be the first point of contact for our customers. Your primary responsibility is to assist customers with inquiries, order, resolve issues, and provide exceptional customer service. Your role is crucial in driving sales, retaining customers, and ensuring overall customer satisfaction through effective communication and support.

Key Duties and Responsibilities:

• Targets: Achieve agreed upon targets and outcomes within schedule. Ensure a clear understanding of the targets set by the business.

Customer Support and Telesales:

• Handle inbound and outbound calls, emails, and live chat messages from customers.
• Provide assistance with inquiries, product information and technical support.
• Utilize telesales techniques to promote sales, promotions, new products, and additional services.
• Identify sales opportunities during customer interactions and effectively cross-sell or upsell products.

Order Management:

• Process orders, upgrades, cancellations, and refunds accurately and efficiently.
• Coordinate with logistics to track deliveries and resolve delivery-related issues.
• Ensure accurate customer account management in the CRM system.

Technical Assistance:

• Troubleshoot technical issues related to cook stoves, subscription services, and online platforms.
• Provide clear instructions and guidance to customers on product usage and troubleshooting.

Customer Engagement:

• Proactively engage with customers to gather feedback, address concerns, and promote new products or features.
• Build rapport with customers to foster long-term relationships and encourage subscription renewals.

Documentation and Reporting:

• Maintain detailed records of customer interactions, inquiries, sales, and resolutions.
• Generate reports on sales performance, call metrics, customer feedback, and satisfaction levels.
• Provide insights and recommendations for improving customer service and sales processes.

Policy Compliance and Risk Management:

• Ensure compliance with relevant company policies
• Follow approved scripts at all times

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in business related fields
• Additional certification or coursework in customer service or sales is a plus
• Previous experience in customer service, telesales, or call center environment preferred.
• Proven track record in achieving sales targets and delivering excellent customer service.
• Excellent communication skills, both verbal and written, with strong persuasive abilities.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and work effectively in a fast-paced environment.
• Empathetic and patient demeanor when dealing with customer inquiries and complaints.
• Proficiency in using CRM systems and call center software preferred.

Skills and Attributes :

• Adaptive personality with the ability to learn and apply new sales strategies quickly
• Resourceful, energetic, self-driven, structured, and displaying a strong desire to take initiative
• Strong organizational, operational, and planning skills in a customer service and sales focused environment
• Highest professional standards of integrity
• A commitment to excellent customer service
• Strong written and verbal communication skills
• Superb interpersonal skills including the ability to quickly rapport with both customers, colleagues and all stakeholders
• Willingness to learn new skills
• Understanding the sales process and dynamics

EcoSafi is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, gender identity, colour, religion, nationality, physical disability, medical condition, marital status, age, ethnicity, or any other status protected under the laws of Uganda.

How to Apply:

All candidates should apply online at the link below

Click Here

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