Hospitality Jobs in Kampala, Uganda; Customer Service Representative

Job Title: Customer Service Representative
Job Location:     Kampala, Uganda
Employer:  Fenix International
Openings:     3

About Us
Fenix International is based in San Francisco, California with customers across multiple markets and core expertise in power electronics, product design and base-of-the-pyramid marketing and is seeking a highly motivated, organized, and experienced individual for the vacancy above.

Main purpose of the Job;

•     To provide a readily available, service focused, knowledgeable and experienced points of contacts for new and existing customers
•     To ensure the customer needs are identified and fulfilled efficiently and cost effectively.
•     Maintain high level of integrity and ethical standards.

Key Responsibilities:

•     Manage the Fenix Uganda Customer Service Line and provide high quality customer service to all customers calling
•     Ensure that customers are assisted efficiently within the timeframes laid down
•     Effectively cross sale company products and pass on sale leads to the responsible persons
•     Identify customer needs effectively and book new customers accordingly
•     Ensure the customers are fully informed of their rights and obligations.
•     Plan daily activities that will mainly be dictated by customer requirements
•     Gather complete and accurate data for the potential customers calling
•     Implement all the required steps and controls on all the customers to minimize risks
•     Call all new ReadySet customers 1-2 weeks after purchase and again 3-4 months after purchase.
•     Log all customer phone calls, complaints, questions, broken accessories, repairs and swaps in the correct documents
•     Log all customer phone calls, complaints, questions, repairs, broken accessories and swaps in the correct documents.
•     Ensure data entered into Fenix Customer Service systems is accurate, high quality and thoroughly captures all information
•     Analyze customer service data on weekly basis
•     Send a weekly report on customer calls
•     Provide recommendations for improving customer service systems on monthly basis
•     Provide recommendations for improving Fenix products based on customer service data on monthly basis
•     Support in technical trainings for all Fenix staff, partners, customers and technicians as needed.
•     Provide ICT support to Fenix office and staff members
•     Attend any other duties assigned to him by other departments, especially those related to key sales and marketing needs.
•     Support in the sales and operations as needed.

Requirements:

•     Bachelor's degree or diploma.
•     At least two years working experience
•     Customer Service Agility
•     Strong computer profieciency
•     Must be humble, proactive and flexible
•     Experience with rural communities dynamics
•     Results Oriented

Languages combinations:

•     Madi, Lugbara, Alur
•     Lango, Acholi
•     Lusoga, Lugishu

Deadline Date: 30/05/2014

Apply Now