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Support Officer at Awamo Uganda Ltd

Gulu, Uganda
negotiable

JOB DETAIL

Overview

The job entails serving awamo’s customers by providing product and service information, trainings (onboarding and/or ongoing), resolving product and service problems in a timely manner to ensure excellent customer experience and quality service. The Support Officer is the key liaison between customers and all relevant stakeholders both internal and external.

Qualifications

Academic/Skills

  • Bachelors’ 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

Work experience

  • 2 – 3 years 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

Personality

  • Willingness to perform against defined goals with a relevant variable pay component
  • Fast thinker, solution oriented
  • Team player with “customer first” attitude
  • 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

Responsibilities & duties

  • 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)
  • 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
  • Respond to and resolve complex customer issues through incident recognition, research and isolation, resolution, escalation and follow up 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
  • 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 to supervisor and other stakeholders
  • 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
Northern Region, Uganda

location