Job Title: Customer Support Agent (Fresher Customer Care Jobs)
Organisation: Pesapal
Duty Station: Kampala, Uganda
REF: HR/008-08-26
About US:
Pesapal provides a simple, safe and secure platform for individuals and businesses to make and accept payments in Africa. Pesapal payments work on a computer as well as directly from a handset. We partner with banks, mobile network operators and credit card companies to give consumers as many payment options as possible.
Job Summary: The position exists to listen to customer service issues and then offer unique and innovative solutions to each problem, attending to all tickets raised by customers/merchants as well as sales operations.
The position holder must have a strong command of the company’s customer and merchant service policies and be well-trained in product knowledge that is critical for offering quick and accurate assistance to all customers and related stakeholders.
Key Duties and Responsibilities:
- First point of contact for all business customers and merchants.
- Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
- Answers incoming customer calls regarding billing issues, product problems, service questions and general merchant concerns
- Acquire a thorough understanding of assigned merchants’ needs and requirements.
- Establish a relationship with assigned merchants and help them settle in by resolving any issues and problems faced during the onboarding process.
- Engage assigned merchants monthly via calls, emails, or visits.
- Serve as the link of communication between merchants and internal teams.
- Provide troubleshooting assistance for merchant orders, account statuses and relevant problems
- Support the Sales Team by generating sales-related reports for management and performing general office functions.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Recognize potential sales opportunities for example while resolving customer issues and recommend related products or services and upsell.
- Prepare periodic customer and merchant feedback reports and submit them to the Operations Manager for decision making.
Qualifications, Skills and Experience:
- Bachelor’s Degree in a Business-related field.
- At least 1 year experience in a customer service-related role.
Skills and Abilities Required:
- Excellent verbal, written and interpersonal communication skills;
- Proficiency in Microsoft office.
- Ability to always remain professional and courteous with customers, good time management skills, analytical and problem-solving skills, good interpersonal skills.
How to Apply:
All interested candidates for the above position should submit their CV, academic documents, and an application letter to [email protected]
Deadline: 6th September 2024.
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