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Job Title:  Customer Experience Officer – Digital Call Centre (Fresher Customer Service Jobs)  

Organisation: Pride Microfinance Limited (MDI)

Duty Station:  Kampala, Uganda

About the Company:

Pride Microfinance Limited (MDI) is a Microfinance Deposit- taking Institution regulated and supervised by Bank of Uganda (BoU) under the MDI Act, 2003 and MDI Regulations, 2004 with a capital base of Ugx. 168.6 billion. Pride’s purpose is transforming lives responsibly. Pride offers innovative financial solutions to largely people at the base of the economic pyramid and serves its customers through 42 networked branches and 5 contact offices spread across the country and implements sustainability sound practices throughout its business operations to create a positive impact through three sustainability pillars; economic, environment, and social as well as contributing to the Sustainability Development Goals (SDGs) and their investable sub-goals that relate to microfinance activities.

Job Summary:  The  Customer  Call  Executive  –  Digital  Call  Centre  will    report  to  the  Manager  Customer  Experience.

Main  purpose  of  the  job:- He/she  will  be  responsible  for    managing  the  digital  Call  Centre  in  relation  to  customer  service  i.e.  answering  incoming  calls  from  customers  in  regard  to  our  products,    inquiries,  offers,  quotes,  returns,  troubleshoot  problems,  provide  information  /  feedback  and  escalate  issues  if  necessary.

Key Duties and Responsibilities:

• Attending  customer  queries  on  all  the  available  company  digital  platforms.
• Cross-sell  company’s  products  to  clients  and  enhance  /  protect  the  reputation  of  the  company  at  all  times.
• Resolving  customer  complaints  reported  through  various  channels,  ensuring  their  resolution  in  accordance  with  consumer  protection  guidelines.
• Undertake  customer  research  through  documenting  customer  feedback  and  administering  digital  research  tools.
• To  support  the  Marketing  and  Digital  team  to  plan  and  produce  content  across  Pride’s  owned  digital  channels.
• To  develop  a  knowledge  base  of  customer  behavior  to  support  the  expansion  of  digital  capacity.
• To  drive  engagement  through  our  social  channels,  increasing  outreach  and  Customer  Relationship  Management.
• Maintaining;  completing  and  ensuring  relevant  documents  are  accurate  and  kept  up  to  date  in  addition  to  supporting  the  Call  Centre  Tele-sales  Team  (outbound  calls)  when  required  in  relation  to  specific  sales  /marketing  activities

Qualifications, Skills and Experience:

• Diploma  or  bachelor’s  degree  in  any  Discipline
• Should  be  fluent  in  commonly  used  local  languages.  Candidates  should  also  have  2  principle  passes  at  A’  Level  and  credit  passes  in  English  and  Mathematics  at  O’  Level.
• A  minimum  of  one  year’s  experience  in  a  customer  experience  role  or  handling  Call  Centre.
• Candidates  who  are  fluent  in  the  Northern  and  Eastern  languages  are  encouraged  to  apply.
• He/she  should  not  be  more  than  35  years  of  age.

How to Apply:

All candidates should apply online at the link below.

Click Here

Deadline: 30th November 2024.

NB: Only shortlisted candidates will be contacted.

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