QSSK-MJ-CSA-Customer Services Agent at Q-Sourcing Servtec Group

Job Purpose:

Provide excellent support and assistance to customers so that they are completely satisfied with the service through Processing orders, customer applications, and requests including after-sales support.

FUNCTIONS/KEY RESULTS EXPECTED:

• Respond to customer inquiries by phone and online helpfully and promptly.
•  Assist Selling processes for our customers and generate additional Sales
• Coordinate information with customers browsing our websites during store discovery, order, and checkout. Including sales support.
• Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
• Maintain a record of customer communications in CRM and other systems
• Ensure follow-up through emails, phone, or any required means.
• Maintain customer records
• Compile and distribute daily reports on customer products.
• Identify and report computer system incidents to the technical team and the relevant managers.
• Make recommendations to improve customer service and business processes and systems.

KNOWLEDGE, SKILLS AND EXPERIENCE:

• Diploma/Bachelor’s degree in a business-related course
• 2-3 years of experience working with customer support
• Fluency in Luganda is a must or fluency in any other Uganda’s local languages.
• Good communication skills on the telephone and in person.
• Friendly and helpful interpersonal style.
• Ability to stay calm when customers are stressed or upset.
• Good Computer skills.
• Attention to detail
• High level of integrity
• The client offers 24 hours customer service. Agents are expected to work on agreed shifts.