Job Title: Customer Care Representative (Fresher Jobs)
Organisation: iSON Xperiences
Duty Station: Kampala, Uganda
About Organisation:
iSON Xperiences is a specialist in proactive customer engagement and customer experience management, partnering with leading brands to optimize their customer experience, revenue generation, and business process management across the enterprise. Our dedicated and talented workforce spread across many Sub-Saharan African countries like South Africa, along with UAE and India are redefining the way people connect. Our roots deep in domain and industry expertise enable us to acknowledge fast-changing market dynamics better than our challengers. Here, we built intelligent operations, for digitally-powered business process management and data solutions ensuring sky-scraping returns through business agility, productivity, and growth! Trust us, we are one of the trusted BPO service providers!
Key Duties and Responsibilities:
- Customer Support-Customer care agents respond to inquiries across various channels, addressing customer questions and troubleshooting issues to ensure a positive experience.
- Product Knowledge-Agents maintain a thorough understanding of company products and services to provide accurate guidance and enhance customer satisfaction.
- Communication Skills-Effective communication is essential, as agents practice active listening and articulate information clearly to meet diverse customer needs.
- Relationship Management-Building rapport with customers fosters trust and loyalty, and following up after issue resolution ensures ongoing satisfaction.
- Feedback Collection-Agents actively gather customer feedback to gain insights into experiences and report recurring issues to management for improvement.
- Documentation and Reporting-Accurate documentation of customer interactions allows agents to track issues and identify trends for enhanced service quality.
- Collaboration-Working closely with other departments enables agents to resolve complex customer issues and leverage expertise for better support.
- Compliance and Policies-Agents adhere to company policies and industry regulations to ensure compliance and maintain confidentiality of customer information.
- Performance Metrics-Meeting key performance indicators (KPIs) such as response time and customer satisfaction scores is vital for team success.
- Emotional Intelligence-Emotional intelligence helps agents empathize with customers and manage stress effectively, ensuring consistent and professional support.
Qualifications, Skills and Experience:
- Bachelors or diploma or equivalent; relevant experience in customer service preferred.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficient in using customer service software and tools.
- Ability to work independently and as part of a team.
- Strong emotional intelligence and a customer-focused attitude.
- Ability to work in a 24/7 environment.
How to Apply:
All interested parties can send their CV, cover letter and academic documents to recruitmentug@isonxperiences.com
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: associate degree
Work Hours: 8
Experience in Months: no experience