Graduate In Training -Customer Care Officer

Job Description

Job Purpose
The Customer Care Service Apprentice will be responsible for providing excellent customer support to
clients seeking watu product lines such as simu and boda. The apprentice will work in a call center setting and will be trained in various aspects of customer care, including communication skills, problem-solving, and product knowledge.
The primary goal of this role is to ensure customer satisfaction and build strong relationships with clients.

Job Responsibilities
1. Answer incoming customer calls, client queries and chatbox messages promptly and professionally.

2. Provide information about company products, terms, and conditions to clients while ensuring continuous improvement of customer service processes and procedures.

3. Resolve customer queries and complaints promptly, escalating unresolved issues to the appropriate team members.

4. Maintain accurate records of customer interactions, updates, and resolutions in the company’s customer relationship management (CRM) system.

5. Participate in regular training sessions to enhance product knowledge, communication skills, and understanding of company policies.

Key Result Areas
1. Customer Satisfaction: Deliver a high level of customer satisfaction by addressing their needs and
concerns effectively and efficiently.
2. First Contact Resolution: Achieve a high first contact resolution rate by resolving customer issues
during the initial interaction.
3. Response Time: Ensure customer inquiries and complaints are responded to promptly, within the
company’s set service level agreements (SLAs).
4. Knowledge and Product Understanding: Continuously improve product knowledge and understanding of company policies to better serve customers.

Educational Requirements: Degree/ Diploma
Experience (3 month -1 year)

Language Preferences; Must be fluent in English & Luganda and any other additional languages are a bonus.

Knowledge and skills
(General and technical)

TECHNICAL SKILLS
1.Verbal and Written communication skills
2.Computer Knowledge and organization tools
3.Problem solving Ability

BEHAVIORAL CAPABILITY
1.Ability to multitask
2.Willingness to Learn
3.Team Player

NB: Ladies are highly encouraged to apply.

CLICK HERE TO APPLY