Vacancy title:
Customer Service Representative

Jobs at:
Medequip (U) Limited

Deadline of this Job:
10th September 2018

Duty Station:
Kampala, Uganda

Summary
Date Posted: 28th August 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

About the Company

Medequip limited is a registered company under the laws of the Republic of Uganda with our head office located at Block 29, Plot 1521 Mawanda Road, Kampala. We are a growing company with intentions of becoming one of the leading distributors of medical equipment, supplies and consumables in East and Central Africa.

JOB DETAILS:
Medequip (U) Limited is one of the leading distributors of medical equipment, supplies and consumables in Uganda, especially imaging and radiology, critical care, surgical, and medical furniture.
Job Summary: The Customer Service Representative will mainly ensure customer service requests, queries and payments are actioned, processed and recorded accurately and in a timely manner at the front counter and call Centre. This role also involves administrative tasks and Support to the Customer Service Team, and also to increase customer satisfaction, loyalty and retention and to meet their expectations

Key Duties and Responsibilities:

• Provides guidance and assistance to the Company and staff in all aspects in Customer Service
  
• The Customer Service Representative will improve Customer Service Experience, create engaged customers and facilitate organic growth
  
• Open and Maintain Customer Accounts by recording account information
  
• Set a clear mission and deploy strategies focused towards that mission
  
• Deliver Quality information and services face-to-face, telephone and email to both internal and external customers
  
• Proactively assist in the completion of data entry as directed/requested based on current procedures and deadlines.
  
• Maintain and update information/data on the knowledge base
  
• Provide support and accurate and timely responses to requests for information both written and verbal
  
• The Customer Service Representative will mainly monitor Procedures to improve performance in administrative and workflow processes in conjunction with the customer service team and system requirements
  
• Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction adjustment; following up to ensure resolution.
  
•  Maintain Financial Accounts by processing customer adjustments
  
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
  
• Actively contribute to team effort by accomplishing related results as needed
  
• Manage large amounts of incoming calls
  
• Generate Sales leads
  
• Identify and Assess Customers’ needs to achieve satisfaction
  
• Build Sustainable relationships of trust through open and interactive communication
  
• Provide accurate; valid and complete information by using the right methods/Tools
  
• Meet Personal/team sales targets and call handling quotas
  
• The Customer Service Representative will also handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  
• Keep records of customer interactions, process customer accounts and file documents
  
• Follow communication procedures, guidelines and policies
  
• Resolve customer complaints via phone, email, mail or social media
  
• Utilize computer technology to handle high call volumes
  
• The Customer Service Representative will also compile Reports on overall customer Satisfaction
  
• Makes recommendations for the customer
  
• Maintains documentation of customer contact and account updates
  
• Create and maintain a list/database of prospect clients
  
• Performs other related duties such as special assignments and annual major objectives as required.
  

Qualifications, Skills and Experience:

• The Customer Service Representative must hold a Bachelor’s Degree in Business Administration or Marketing or any relevant degree
  
• One year of experience in a related field
  
• Additional Certifications and other professional development experience
  
• Data Entry & Management Skills
  
• Familiar with CRM Systems and practices
  
• Proficiency in at least three different local Languages and any additional International Language except English will be an added advantage
  
• Working Knowledge of customer service software, databases and tools.
  
• Customer Orientation and Ability to adapt/Respond to different types of characters
  
• Proven Customer Support/Service and people skills experience
  
• Tenacity to handle rejection and continue with a positive attitude when reaching next potential customer
  
• Excellent Communication and Presentation Skills
  
• Ability to multi task, prioritize and manage time effectively
  
• Knowledge of sales process from initiation to close
  
• Strong phone contact handling skills and active listening
  
• Territorial management aptitude