We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.
Based in Uganda, you’ll be a part of our growing global Customer Support team.
In this role you’ll;
- Conduct outgoing calls to our customers, focusing on those who speak Runyankore and Luganda.
- Respond promptly to incoming calls from customers, addressing their questions and concerns.
- Administer customer satisfaction surveys to gather feedback and identify areas for improvement.
- Accurately report bugs to the engineering team and escalate issues when necessary.
- Diligently follow up on cases to ensure a satisfactory resolution is achieved.
- Collaborate with other departments to efficiently handle customer or partner inquiries.
- Provide assistance and information to customers, resolving their issues effectively and courteously.
Key details
- Location: You’ll work from our office in Kampala.
- Work authorization in Uganda is required.
- Contract Type: 6-month fixed-term contract.
- Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
- We offer generous health insurance for yourself and your dependents.
- We support working parents – we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- A Bachelor’s degree in Communication, Journalism, or a related discipline.
- At least 3 year’s experience in a comparable position in a call centre or customer service role.
- Fluency in English and other local languages, namely Runyankore (Runyakitara) and Luganda, is a must-have.
- Familiarity with CRM systems and practices.
- Flexibility to work different schedules.
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done.
- Have excellent phone contact handling and active listening skills.
- Are willing to work outside regular working hours.
- Have a strong sense of responsibility and a good ability to take initiative.
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Are a diplomatic speaker.
- Have an unrelenting teamwork spirit.
