The Ugandan Jobline

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 kaziug@pesapal.com

Deadline: 6th September 2024.

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