The Ugandan Jobline

• Create/assign electronic tickets with
  accurate issue description to ensure customer queries/issues are resolved
  timely 
• Manage incoming calls and customer
  queries
• Identify, assess, and communicate
  customer needs to enable appropriate action 
• Guide customers through the onboarding
  process (e.g. meeting arrangements, formalities, class room and on-the-job
  training, technical assistance) 
• Mentor and train customers individually
  and in group sessions on use of awamo’s software 
• Provide support to customers in person,
  via phone, e-mail, or remotely as and when needed even outside normal
  business hours 
• Ensure positive customer experience
  through high quality service and communication thereby attaining customer
  retention and attracting new customers
• Handle customer service and support
  related incoming requests and track, prioritize, and document customer
  service requests 
• Quickly respond to and resolve complex
  customer issues through incident recognition, research and isolation,
  resolution, escalation and follow up – if need be involving other
  departments – to the satisfaction of the customer 
• Update customers on new design, product
  and technology changes and ensure they are trained to adapt to the changes
• Actively promote the awamo brand and
  market reach by interacting with team members, vendors and customers to
  get timely and regular feedback from the customers on our services
  vis-à-vis their requirements 
• Engage in continuous performance
  evaluation regarding our product and user experience with the same 
• Update Branch Manager on any occurrence
  outside the norm for support and timely resolution 
• Regular and timely direct reporting
  (daily, weekly, monthly, or quarterly) of activities done to supervisor
  and other stakeholders 
• The Support Officer will also manage
  databases and execute reports to track and support implementation and
  overseeing of compliance initiatives 
• Coordinate with the product development
  team to enhance current design and share feedback from the customers on
  any challenges or improvement ideas regarding the product

• Performance in line with key performance
  indicators as may be defined from management from time to time, for
  example:  1. System usage  2. Ticket
  resolution  3. Customer satisfaction

• The ideal candidate should preferably
  hold a Bachelor’s Degree in an IT or business related course – equivalent
  work experience will be considered as well 
• Proficiency in Microsoft Office
  packages 
• Familiar with the use of Android and
  excellent general IT user skills 
• Capability to explain issues to
  customers in a well-structured and clear manner 
• Good verbal and written expression and
  proper use of grammar 
• Fluency in English and other local
  languages specific to the area of operation
• Two to three years of working experience
  handling customer relations in a fast-paced environment preferably in the
  IT or financial sector 
• Proven track record of fast execution on
  tasks and on-time delivery of high quality results
• Proven working experience in any of the
  following is considered a plus:
  Microfinance  Accounting  use of any customer
  relationship management system
• Fast thinker, solution oriented 
• Excellent communication skills and
  rapport with customers 
• Eager to constantly learn, improve and take
  on additional responsibility
• Capable to provide constructive feedback
  to peers and superiors 
• Ability to work remotely yet deliver on
  agreed results 
• Willingness to work long or irregular
  hours 
• Willingness to travel extensively 
• Hard-working, organized, and able to
  deal with the pressure of delivering fast 
• Willingness to perform against defined
  goals with a relevant variable pay component

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