Vacancy title:
Support Officer

Jobs at:
awamo Uganda Ltd

Deadline of this Job:
Tuesday 27th June 2017

Duty Station:
Mbarara

Job details:

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. Support is the key liaison between customers and all relevant stakeholders both internal and external.

Location
Mbarara

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
  
• 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 I.T or financial sector.
  
• Proven track record of fast execution of tasks and on-time delivery of high quality results
  
• Capability to explain issues to customers in a well-structured and clear manner
  Personality
  
• Fast thinker, solution oriented
  
• Excellent communication skills and rapport with customers
  
• Eager to constantly learn, improve and take on additional responsibility
  
• Ability to work remotely
  
• Willingness to work long or irregular hours
  
• 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
  Responsibilities & duties
  
• Guide customers through the onboarding process (e.g. meeting arrangements, formalities, 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 and training projects 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 (weekly, monthly, quarterly or annually) of activities done to supervisor and other stakeholders
  
• 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

Job application procedure
Candidates meeting the required qualifications should send their applications, academic documents and resumes (soft copy only) to HR.UG@awamo.com by Tuesday 27th June 2017.