Support Officer Customer Service Job Opportunities – Awamo Uganda Ltd

Friday, June 23rd, 2017 - Jobs

Organization: Awamo Uganda

Duty Station: Kampala,

Awamo Uganda provides the long awaited solution to the problems of MFIs
and their clients. Awamo is the digital, mobile banking platform and credit
bureau especially designed for MFIs. The biometric technology involved solves
the problem of having too little security by protecting clients data and
reducing fraud.

Job Summary: The Support
Officer will provide awamo’s customers with product and service information,
trainings (onboarding and/or ongoing), resolving product and service problems
in a timely manner to ensure excellent customer experience and quality service.
Support is the key liaison between customers and all relevant stakeholders both
internal and external.

Key Duties and
  • Guide the customers through the onboarding
    process (e.g. meeting arrangements, formalities, technical assistance)
  • Train customers individually and in group
    sessions on use of awamo’s software
  • Offer timely support to customers in
    person, via phone, e-mail, or remotely as and when needed even outside
    normal business hours
  • Ensure positive customer experience
    through high quality service and communication thereby attaining customer
    retention and attracting new customers
  • Handle customer service and support
    related incoming requests and track, prioritize, and document customer
    service requests
  • Quickly respond to and resolve complex
    customer issues through incident recognition, research and isolation,
    resolution, escalation and follow up to the satisfaction of the customer
  • Update customers on new design, product
    and technology changes and ensure they are trained to adapt to the
  • Promote the awamo brand and market reach
    by interacting with team members, vendors and customers to get timely and
    regular feedback from the customers on our services vis-à-vis their
  • Engage in continuous performance
    evaluation and training projects regarding our product and user experience
    with the same
  • Update Branch Manager on any occurrence
    outside the norm for support and timely resolution
  • Regular and timely direct reporting
    (weekly, monthly, quarterly or annually) of activities done to supervisor
    and other stakeholders
  • Manage databases and execute reports to
    track and support implementation and overseeing of compliance initiatives
  • Coordinate with the product development
    team to enhance current design and share feedback from the customers on
    any challenges or improvement ideas regarding the product Job application
Qualifications, Skills and
  • The applicants for the Support Officer
    jobs should hold a Bachelor’s Degree in an IT or business related course –
    equivalent work experience will be considered as well
  • At least two to three years’ experience in
    handling customer relations in a fast-paced environment preferably in the
    I.T or financial sector.
  • Proficiency in Microsoft Office packages
  • Familiarity with the use of Android and
    excellent general IT user skills
  • Excellent track record of fast execution
    of tasks and on-time delivery of high quality results
  • Capability to explain issues to customers
    in a well-structured and clear manner
  • Personality Fast thinker, solution
  • Excellent communication skills and rapport
    with customers
  • Eager to constantly learn, improve and
    take on additional responsibility
  • Ability to work remotely Willingness to
    work long or irregular hours Hard-working, organized, and able to deal
    with the pressure of delivering fast
  • Fluency in English and other local
    languages specific to the area of operation
  • Willingness to perform against defined
    goals with a relevant variable pay component
All suitably qualified and interested candidates are encouraged to send
their applications, academic documents and resumes (soft copy only) to [email protected]
Deadline: Tuesday 27th June 2017

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