Vacancies at Q-Sourcing Servtec Group

The purpose of this role is to deliver efficient call center support by managing customer leads and inquiries across multiple channels, ensuring timely follow-up, accurate reporting, and effective country championing.

DUTIES & RESPONSIBILITIES:

Lead & Customer Management

• Handle daily inbound and outbound leads and update responses on the leads tracker.
• Send SMS updates to customers with requested details.
• Handle WhatsApp inquiries and share product/service information with customers.
• Follow up on leads to support conversion into sales.
• Escalate leads that require handling by Sales Associates.

Country Champion

• Serve as the Country Champion for Rwanda, Madagascar, and French-speaking countries.
• Attend country-specific meetings and provide relevant updates.

Survey Management

• Conduct surveys for the countries championed, including:
• Customer Database Survey
• Masons Survey
• Other surveys as assigned
• Follow the approved survey scripts and document all responses accurately.
• Prepare survey reports and present findings to management.

General Duties

• Prepare and submit quarterly progress reports highlighting activities, performance, and achievements.
• Attend monthly report meetings to provide updates and insights.
• Perform any other duties assigned by the supervisor to support the team’s goals.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• Languages: Fluent in French, Kinyarwanda, and English (spoken and written).
• At least 1–2 years of experience in a call centre, customer service.
• Strong communication (verbal & written) and interpersonal skills.
• Proficiency in CRM tools for lead tracking and reporting.
• Must be highly skilled in Google Workspace tools (Docs, Sheets, and Presentations) for reporting, documentation, and collaboration.
• Strong attention to detail and ability to manage multiple tasks effectively.

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The role is to support the organisation in saving Costs on Mop up by aligning with the distributors to enhance on 1:1 return of both barrels and glass empties.

DUTIES & RESPONSIBILITIES:

• Collect data every morning from the distributors for keg physical openings, i.e. physicals empties, regular, dark, purchases and returned empties to the client.
• Collect data every morning from distributors for beer physical openings i.e. Beer stocks and empties.
• Prepare mop up plan to ensure return of keg barrels from distributors to the client.
• Prepare Glass Empties Mop up Opportunity to guide return of glass empties from Distributors to the client.
• Prepare keg Barrels status that enhances on 1:1 shipment /returnable.
• Prepare glass empties tracker. Outline trucks that returned NIL from the distributors with shipments.
• Working closely with the distributors and transport team to ensure no trucks leaves the distributor NIL, if so give reasons why.
• Prepare and update Keg days cover to guide shipment to the distributors.
• Prepare daily mop up status at 12pm 3pm & 5pm.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• A Bachelor Degree
• SAP knowledge
• Advanced Excel skills
• Experience of formalised performance management and reporting
• Good communication skills
• Good Customer relation.

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DUTIES & RESPONSIBILITIES:

• Ensure accurate data inputs
• Analyze performance trends of processes including 3rd party logistics provider
• Generate insights from performance trends on key drivers of performance
• Create visibility of performance for stakeholders through timely reporting of KPI’s
• Benchmark within our client and industry peers.
• To report performance across all aspects of transportation in the market.
• To use Logistics systems & 3 PL Partners ensuring their integrity and accuracy. This relates especially but not exclusively to SAP.
• To comply fully with the logistics reporting process requirements of both internal and external audit.
• To ensure that all costs for all LOGISTICS requirements through the transporters are accurate.
• To gather the data needed to publish the transportation loss report.
• To report on transport sustainability in market.
• To maintain and issue the transportation portion of the Logistics KPI dashboard.
• To ensure all transport LOGISTICS data is accurate.
• To collect and collate performance reporting with the 3rd party logistics provider.
• Support risk reporting and contingency planning.
• Escalate in a timely manner any gaps or known inaccuracies in data capture or reporting.
• Work closely with Supply Finance and 3PL Finance/reporting teams
• Support local logistics & production teams as required
• Update visual performance management in every operational area in transportation portion of LOGISTICS.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• A Bachelor Degree
• SAP knowledge
• Advanced Excel skills
• Experience of formalised performance management and reporting
• Good communication skills
• Good Customer relation.