REF: HR/008-08-26
Background:Pesapal provides a simple, safe and secure way for individuals and businesses to make and accept payments in Africa. At Pesapal, our vision is to connect people to what matters to them by delivering financial services that drive growth.
Position Title: CUSTOMER SUPPORT AGENT
Location: KAMPALA, UGANDA
Job Summary:
The position exists to listen to customer service issues and then offer unique and innovative solutions to each problem, attending to all tickets raised by customers/merchants as well as sales operations.
The position holder must have a strong command of the company’s customer and merchant service policies and be well-trained in product knowledge that is critical for offering quick and accurate assistance to all customers and related stakeholders.
Key Responsibilities:
- First point of contact for all business customers and merchants.
- Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
- Answers incoming customer calls regarding billing issues, product problems, service questions and general merchant concerns
- Acquire a thorough understanding of assigned merchants’ needs and requirements.
- Establish a relationship with assigned merchants and help them settle in by resolving any issues and problems faced during the onboarding process.
- Engage assigned merchants monthly via calls, emails, or visits.
- Serve as the link of communication between merchants and internal teams.
- Provide troubleshooting assistance for merchant orders, account statuses and relevant problems
- Support the Sales Team by generating sales-related reports for management and performing general office functions.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Recognize potential sales opportunities for example while resolving customer issues and recommend related products or services and upsell.
- Prepare periodic customer and merchant feedback reports and submit them to the Operations Manager for decision making.
Education/Experience Needed:
Bachelor’s Degree in a Business-related field.
At least 1 year experience in a customer service-related role.
Skills and Abilities Required:
- Excellent verbal, written and interpersonal communication skills;
- Proficiency in Microsoft office.
- Ability to always remain professional and courteous with customers, good time management skills, analytical and problem-solving skills, good interpersonal skills.
Submission of Applications.
Interested candidates for the above position should submit their CV, academic documents, and an application letter to [email protected]. The application deadline is 6th September 2024.
