ABOUT US

WASSHA Africa Uganda Ltd is a fast-growing start-up solar energy company in Uganda offering alternative energy solutions to people who have no or limited access to power. We empower them by offering affordable and clean energy service to enhance their businesses and/or improve their standards of living.

Our company vision is “Unlock Humankind’s Limitation” and our mission is to “power to the people.”

We are part of the WASSHA group with presence in Japan, Tanzania, Mozambique, DRC, Nigeria and with expansion prospects to several countries in Africa.

We are looking for a motivated and capable Customer Support Officer who will provide assistance to our growing number of agents.

QUALIFICATIONS & SKILLS

• 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 (spreedsheets)
• Computer literacy

LANGUAGE

Standard: Runyakitara, Luganda, and English At least able to speak one extra Ugandan language.

RESPONSIBILITIES & DUTIES

The Customer Support Officer will act as a link between the customers/agents and WASSHA through direct communication and through WASHA’s Marketing Officers and Representatives (MO/Rs). They will contribute to the sales of customers/agents in charge by understanding sales history, interacting with customers in order to increase sales, as well as timely address and/or report customer issues in order to maintain customer satisfaction.

Support the Marketing officers & representatives in the field to complete tasks which are assigned to them so that they can contribute to the sales.

INTERACTING WITH THE CUSTOMERS/AGENTS

Analysing the agent’s sales history and the reason behind it by regularly calling up the agents and/or gathering information through the MO&Rs.

Contribute directly to the sales by explaining WASHA’s policies to the agent/customer and convincing the agent for higher sales.

Explain the company’s values and policies to improve agent/customer understanding.

Receive incoming calls from agents/customers and troubleshooting to solve any customer related issues.

Report information gathered from customers to immediate supervisor and sometimes the management and follow up to ensure and take responsibility that the reported queries are resolved.

SUPPORTING MARKETING OFFICERS AND REPRESENTATIVES

Supporting Marketing Officers and Representatives (MO&R) working in the field by responding to any queries they have.

Checking task completion status of MO&Rs assigned and notifying them of their progress and constantly remind them of any required actions so as to successfully complete the daily assigned tasks.

Following through with the MO&R until their day ends, on other specific supporting tasks defined in the CSO Manual.

OTHERS

• Navigating through systems such as the WASHA’s Sales Dashboard, google maps, MO&R task management tools in order to: update agent’s sales history. issue commissions to agents, monitor the MO&R’s progress.

• Act as a link between customers/agents and WASSHA.
• Contribute to sales by understanding sales history and interacting with customers.
• Address and/or report customer issues to maintain customer satisfaction.
• Support Marketing Officers & Representatives (MO/Rs) in the field.
• Analyze agent sales history and reasons behind it.
• Explain WASHA’s policies and convince agents for higher sales.
• Explain company values and policies.
• Receive incoming calls and troubleshoot customer issues.
• Report customer information to supervisor and management.
• Respond to queries from MO&Rs.
• Check task completion status of MO&Rs.
• Follow through with MO&Rs on specific supporting tasks.
• Navigate systems (Sales Dashboard, Google Maps, MO&R tools) to update sales history, issue commissions, and monitor MO&R progress.

• Knowledge of customer service principles and practices.
• Basic computer skills (typing, spreadsheets).
• PC skill (spreadsheets).
• Computer literacy.
• Ability to speak Runyakitara, Luganda, and English.
• Ability to speak at least one extra Ugandan language.

• Bachelor’s degree in any field.
• Previous experience working in a call centre (less than 1 year).