Purpose of the role:

The CSR must get full understanding of customer's enquiry and attend to the customer, solving the issue and log it on business systems provided and all other systems as need be with a focus on overall experience.

1. If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.

2. If issue cannot be resolved while on call, it is escalated by the CSR to the Supervisor on shift and followed up through the proper channels until resolution.

3. Customers should be clearly directed/guided on what to do.

4. This will further include upselling and cross selling to customers thus ensuring experience and product or service support exceeds customer expectations.

Principle duties: (Using effective communication skills)

· Provide one-stop customer support for all services by responding to customer queries

· Resolving all complaints concerns and issues in a timely a, professional and diplomatic manner.

· Demonstrate knowledge of service standards or service level agreements.

· Demonstrating knowledge of impact of providing professional service to Customers.

· Understanding the importance and impact of experience KPI’s and multichannel goals for respective support queues

· Working with the Supervisor on performance improvement as an individual and with the team as a whole.

· Ensuring complaints/concerns are resolved or escalated in a timely manner.

· Providing timely notifications to management of negative trends, urgency of issue, or required follow up.

· Determining when a problem requires action from higher level of authority. Participate in team meetings.

· Educate customers about terminology, technology and self-help features and benefits of packages in order to improve customer education and satisfaction.

· Updating client comments, complaints, enquiries and compliments regarding packages & services.

· The jobholder will be expected to identify and highlight to the Supervisor, all emerging service issues of general or unique nature; that may require maintenance, upgrades or restructuring of services in order to meet customer needs.

· Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases.

· Take full ownership of customer cases and handover unresolved cases to level 2 support

· Confirm client information and update on existing Systems.

· Cross sell and/or up sell packages to clients where applicable required.

· Enhance customer loyalty and upsell accordingly in line with all and any campaigns

· Actively participate in process improvement meetings as required.

Qualifications: - Diploma/ Degree from a recognized institution of learning

Experience:

· Minimum of 3-year experience in call centers and customer service.

· Must have worked with Business CRM applications and used in respective capacities during service experience

· Ability to solve practical problems and deal with a variety of concrete variables in any situation.

· Knowledge & exp. in reading, analyzing and interpreting customer transactions and technical procedures.

· Proficiency in MS Office applications i.e. Excel, Word, PowerPoint.

· Ability to effectively present information and respond to questions from management, peers and customers.

· Ability to handle service delivery functions and service assurance process guidelines as set by standard procedures

· Must be able to work in a fast paced environment and shift based rotation

Skills & Competencies:

· Fluent in English and Kiswahili Language, Luganda and Runyankole (or Nkole), Lusoga (or Soga), and Rukiga (or Kiga) (must be well spoken)

· Good IT literacy skills

· Excellent communication skills - verbal and written

· Knowledge retention

· Attention to detail, Self-driven, customer centric and team player

· Organization skills

· Flexibility and Creativity

· Calm under pressure

· Integrity; Certificate of Good Conduct and CRB clearance will be required during the screening process.

Job Description: Customer Service Representative:

The CSR is responsible for providing professional and quality customer service both internally and externally. The CSR will be responsible for customer support across multichannel customer touch points.