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Job Title:    Customer Service Officer (Several Fresher Jobs)

Organisation: Tulima Solar (U) Company Limited

Duty Station:  Kampala, Uganda

Reports to: Customer Service Supervisor

About the Company:

Tulima Solar (U) Company Limited is focused on creating solar-powered products that have a direct and significant impact on productivity. We identified how to deliver clean-energy powered equipment to off-grid communities, and also how to deliver these products so that they are affordable to smallholder agribusinesses.

Job Summary:   This position is for people who have proven their capabilities as customer servicing and are ready to attend customers for servicing in collaboration with the sales and field service departments. They continue serving customers and provide customer feedback, ensure customer satisfaction after servicing, lesson learned and viable solutions for each task solved. Good communication skills, problem solving skills and flexibility are key to serving our customers better.

Customer Service officer is responsible to attend and complete all assigned service tasks on time. The role expects to reach our customers as soon as we can, serve them, retain them by solving their problems and leave them happy. The role includes installations audits, reinstallations, replacing defective parts, customer experience/usage surveys and re-educating customers whenever necessary.

Key Duties and Responsibilities:

• Your responsibilities focus on customer service, including (a) Attending to assigned tasks and complete them accordingly (b) Documentation of problems and solutions attended which causes, solutions and customer feedback (c) Communication: For all of the above, the customer service officer is expected to work closely with customer care, technical team and other departments.

Customer servicing

• Committed to serve
• Replacements of defective parts
• Device reallocation
• Customer education
• Understand customer needs
• Manage customer expectations
• Provides a smooth service, giving timely response and feedback

Learn from customer’s experience

• Documentation of field feedback that facilitates a positive customer experience
• Ensure we have the correct information of the problem and viable solutions.
• Understanding the source of the problem and promptly resolve customer complaints.

Work with customer care and technical team to priorities tasks and meeting customer expectations

• Plan your tasks attendance in regard of time and cost.
• Advice customer care and technical team priorities.
• Understand customer service main objective and be a leader in achieving these.

Cost effectiveness:

• Achieve the objectives above as cost-effectively as possible so we can keep our prices low for our customers.

Qualifications, Skills and Experience:

Minimum requirements

• 2 (Two years’ experience in customer servicing role in a busy business environment.
• Diploma in Business Administration, Procurement, Logistics/Marketing/Communication, Social Sciences and other related fields. A Bachelor’s Degree will be an added advantage.

Pre-requisites Service Officer must demonstrate the following:

• Client Focus-Supports clients to achieve their goals through the provision of quality service.
• Technology-Use technology and software applications effectively in accordance with task requirements c.g. CRM system, Ms. Excel, Ms. Word and Ms. Power Point.
• Product Knowledge-Possess in-depth product knowledge including proactive learning and understanding.
• Resilience-Achieves work objectives, even in difficult circumstances whilst remaining positive and calm.
• Continuous Improvement-Look for and take advantage of opportunities to learn new skills in order to achieve work goals. Adaptable in approach and willing to be flexible to accommodate the changing needs of the team and the environment.
• Gathers information-Knows where to find information and asks questions to ensure a better understanding of customer service issues.
• Teamwork & Interpersonal skills – Openly shares information, participates and contributes to team discussions.
• Negotiation & Influence-Considers and discusses different ideas without getting personal or aggressive.
• Nurtures Relationships-Builds and sustains positive relationships. Responds under direction to changes in client needs and expectations.
• Integrity-Observes customer service standards of behaviour and seeks assistance with ethical dilemmas.
• Autonomy-Demonstrates punctuality to meet agreed schedules and timelines under general guidance.
• Planning-Ability to set plans and budgets that balance servicing and economics.
• Strong communication skills – Fluent in English and at least any two additional languages- (Luganda/ Lango/ Lugbara/ Madi/ Ateso/ Lugisu/ Lusoga/ Swahili, etc.) and able to communicate areas identified for improvements

How to Apply:

All suitably qualified and interested candidates should submit their application letters and attach a copy of their Resume/ Curriculum Vitae of not more than 2MB, as well as the contact addresses (e-mail and phone numbers) of 3 professional referees to:

Human Resources Manager

Tulima Solar (U) Company Limited Email recruitment@tulimasolar.com

Deadline: 30th August 2024.

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