Customer Support Officer

Job Details

WASSHA Africa Uganda Ltd seeks a motivated Customer Support Officer based in Kampala to provide assistance to its growing number of agents. The Officer acts as a link between customers/agents and WASSHA through direct communication and through WASSHA's Marketing Officers and Representatives (MO/Rs), contributing to sales by understanding sales history, interacting with customers to increase sales and timely addressing/reporting customer issues to maintain satisfaction. The role supports field Marketing Officers & Representatives to complete assigned tasks. Full-time, 8 hours. Languages required: Runyakitara, Luganda and English, plus at least one extra Ugandan language.

Key Duties and Responsibilities

• Analyse agent's sales history and reason behind it by regularly calling agents and gathering information through MO&Rs.
• Contribute directly to sales by explaining WASSHA's policies to agents/customers and convincing agents for higher sales; explain company values and policies to improve understanding.
• Receive incoming calls from agents/customers and troubleshoot to solve customer-related issues.
• Report information gathered from customers to immediate supervisor and sometimes management and follow up to ensure reported queries are resolved and take responsibility for resolution.
• Support Marketing Officers and Representatives in the field by responding to queries.
• Check task completion status of MO&Rs assigned, notify them of progress and constantly remind them of required actions to successfully complete daily assigned tasks.
• Follow through with MO&R until their day ends on other specific supporting tasks defined in the CSO Manual.
• Navigate systems such as WASSHA's Sales Dashboard, Google Maps, MO&R task management tools to update agent's sales history, issue commissions to agents and monitor MO&R progress.

Qualifications, Skills and Requirements

• Bachelor's degree in any field.
• Previous experience working in a call centre (less than 1 year).
• Knowledge of customer service principles and practices.
• Basic computer skills including typing and using spreadsheets; PC skill (spreadsheets) and computer literacy.
• Languages: Runyakitara, Luganda and English, with ability to speak at least one extra Ugandan language.