Job Summary

Create/assign electronic tickets with accurate issue description to ensure customer queries/issues are resolved timely

  • Minimum Qualification: Bachelor
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

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:

o Microfinance o Accounting o use of any customer relationship management system

Personality

• Fast thinker, solution oriented

• 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

• Willingness to perform against defined goals with a relevant variable pay component

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 – if need be involving other departments – 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 done 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

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