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Job Title:  Customer Engagement Specialist & Communications Officer (No Experience E-commerce Jobs)

Organisation: SMIO-SMC Limited

Duty Station:  Kampala, Uganda

About US:

Since our inception in 2019, SMIO-SMC Limited has risen to become a trailblazer, setting the gold standard in global commerce. Our unwavering commitment to excellence has propelled us to the forefront of the industry. SMIOMALL, our multivendor platform, has been instrumental in our success, providing same-day deliveries in Uganda and instantaneous service in Kampala.

Key Duties and Responsibilities:

Manage Customer Communication Channels:

• Oversee all customer communication channels, including phone, email, live chat, and social media platforms.
• Ensure prompt and professional responses to customer inquiries, complaints, and feedback across all channels.

Customer Assistance and Support:

• Provide personalized assistance to customers, offering product recommendations, order placement guidance, and tracking assistance.
• Address customer concerns and complaints with empathy and professionalism, striving to resolve issues to the customer’s satisfaction.

Feedback Collection and Analysis:

• Engage with customers to gather feedback and insights regarding their experiences with SMIOMALL’s products and services.
• Analyze customer feedback to identify trends, common issues, and areas for improvement.
• Collaborate with relevant departments to implement changes and enhancements based on customer input.

Policy Development and Implementation:

• Assist in developing and refining customer service policies, procedures, and best practices.
• Ensure adherence to established policies and standards while seeking opportunities for continuous improvement.

Cross-Functional Collaboration:

• Collaborate with other departments, including marketing, sales, and product development, to ensure a seamless customer experience throughout the customer journey.
• Share insights and feedback from customer interactions to inform decision-making and improve overall customer satisfaction.

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in business administration, communications, or a related field.
• Previous experience in customer service, communications, or a related role preferred.
• Excellent communication skills, both written and verbal, with a focus on clarity, professionalism, and empathy.
• Strong problem-solving abilities and the ability to remain calm and composed in challenging situations.
• Proficiency in customer relationship management (CRM) software and other customer service tools to manage inquiries, track interactions, and maintain customer records.
• Detail-oriented with a commitment to delivering high-quality service and exceeding customer expectations.

How to Apply:

All suitably qualified and interested candidates should apply online at the link below.

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