About Organisation:

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

Our company vision is “Unlock Humankind’s Limitation” and our mission is” power to the people.” We are part of the WASSHA group with a presence in Japan, Tanzania, Uganda, Mozambique, DRC, Nigeria and with expansion prospects to several African countries. We are looking for an enthusiastic individual to achieve this vision together.

Job Summary:

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

The Customer Support Officer will act as a link between the customers/agents and WASSHA through direct communication and through WASSHA’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 representatives in the field to complete tasks which are assigned to them so that they can contribute to the sales.

Key Duties and Responsibilities:

Managerial Responsibilities:

N/A

Functional Responsibilities:

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 WASSHA’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 WASSHA’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.

Qualifications, Skills and Experience:

• 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 (spreadsheets)
• Computer literacy
• Language Standard: Lusoga, Luganda, and English
• At least able to speak one extra Ugandan language.

• 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 WASSHA’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 (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.
• Navigating through systems such as the WASSHA’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.

• Knowledge of customer service principles and practices.
• Basic computer skills including typing and using spreadsheets
• PC skill (spreadsheets)
• Computer literacy
• Lusoga
• Luganda
• English
• At least able to speak one extra Ugandan language.

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