Job Title; Customer Service Officer
Reports to: Customer Service Supervisor
Internal Overview
This position is for people who have proven their capabilities as customer servicing and are ready to attend customers for servicing in collaboration with the sales and field service departments. They continue serving customers and provide customer feedback, ensure customer satisfaction after servicing, lesson learned and viable solutions for each task solved. Good communication skills, problem solving skills and flexibility are key to serving our customers better.
Role Summary
Customer Service officer is responsible to attend and complete all assigned service tasks on time. The role expects to reach our customers as soon as we can, serve them, retain them by solving their problems and leave them happy. The role includes installations audits, reinstallations, replacing defective parts, customer experience/usage surveys and re-educating customers whenever necessary.
Responsibilities and Duties
Your responsibilities focus on customer service, including (a) Attending to assigned tasks and complete them accordingly (b) Documentation of problems and solutions attended which causes, solutions and customer feedback (c) Communication: For all of the above, the customer service officer is expected to work closely with customer care, technical team and other departments.
a. Customer servicing
- Committed to serve
- Replacements of defective parts
- Device reallocation
- Customer education
- Understand customer needs
- Manage customer expectations
- Provides a smooth service, giving timely response and feedback
b. Learn from customer’s experience
- Documentation of field feedback that facilitates a positive customer experience
- Ensure we have the correct information of the problem and viable solutions.
- Understanding the source of the problem and promptly resolve customer complaints.
c. Work with customer care and technical team to priorities tasks and meeting customer expectations
- Plan your tasks attendance in regard of time and cost.
- Advice customer care and technical team priorities.
- Understand customer service main objective and be a leader in achieving these.
d. Cost effectiveness:
- Achieve the objectives above as cost-effectively as possible so we can keep our prices low for our customers.
Minimum requirements
- 2 (Two years’ experience in customer servicing role in a busy business environment.
- Diploma in Business Administration, Procurement, Logistics/Marketing/Communication, Social Sciences and other related fields. A Bachelor’s Degree will be an added advantage.
Pre-requisites
Service Officer must demonstrate the following:
- Client Focus-Supports clients to achieve their goals through the provision of quality service.
- Technology-Use technology and software applications effectively in accordance with task requirements c.g. CRM system, Ms. Excel, Ms. Word and Ms. Power Point.
- Product Knowledge-Possess in-depth product knowledge including proactive learning and understanding.
- Resilience-Achieves work objectives, even in difficult circumstances whilst remaining positive and calm.
- Continuous Improvement-Look for and take advantage of opportunities to learn new skills in order to achieve work goals. Adaptable in approach and willing to be flexible to accommodate the changing needs of the team and the environment.
- Gathers information-Knows where to find information and asks questions to ensure a better understanding of customer service issues.
- Teamwork & Interpersonal skills – Openly shares information, participates and contributes to team discussions.
- Negotiation & Influence-Considers and discusses different ideas without getting personal or aggressive.
- Nurtures Relationships-Builds and sustains positive relationships. Responds under direction to changes in client needs and expectations.
- Integrity-Observes customer service standards of behaviour and seeks assistance with ethical dilemmas.
- Autonomy-Demonstrates punctuality to meet agreed schedules and timelines under general guidance.
- Planning-Ability to set plans and budgets that balance servicing and economics.
- Strong communication skills – Fluent in English and at least any two additional languages- (Luganda/ Lango/ Lugbara/ Madi/ Ateso/ Lugisu/ Lusoga/ Swahili, etc.) and able to communicate areas identified for improvements
How to apply
All suitably qualified and interested candidates should submit their application letters and attach a copy of their Resume/ Curriculum Vitae of not more than 2MB, as well as the contact addresses (e-mail and phone numbers) of 3 professional referees to:
Human Resources Manager
Tulima Solar (U) Company Limited Email [email protected]
The closing date for receiving applications is Friday, 30th August 2024.
Note:
- Only candidates selected for an interview will be contacted
- No relocation bonus or stipend is included.
