Job Title: Graduate In Training – Customer Care Officer (No Experience Trainee Jobs)
Organisation: WATU Credit Ltd
Duty Station: Kampala, Uganda
About US:
WATU Credit Ltd is a focus driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life. As Africa’s fastest-growing Asset Finance Company, we see the continent’s bright and prosperous future and want to be part of making it a reality.
Job Summary: The Customer Care Service Apprentice will be responsible for providing excellent customer support to clients seeking mobile phone loans. The apprentice will work in a call center setting and will be trained in various aspects of customer care, including communication skills, problem-solving, and product knowledge. The primary goal of this role is to ensure customer satisfaction and build strong relationships with clients.
Key Duties and Responsibilities:
- Answer incoming customer calls, emails, and chat messages promptly and professionally.
- Provide information about company products, terms, and conditions to clients while ensuring continuous improvement of customer service processes and procedures.
- Resolve customer queries and complaints promptly, escalating unresolved issues to the appropriate team members.
- Maintain accurate records of customer interactions, updates, and resolutions in the company’s customer relationship management (CRM) system.
- Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information thus assisting in forming marketing strategies.
- Collaborate with other departments, such as AF (Onboarding), collections, and marketing, to provide exceptional customer service.
- Assist clients with the application process, guiding them through each step and ensuring all required documentation is submitted.
- Participate in regular training sessions to enhance product knowledge, communication skills, and understanding of company policies.
- General maintenance of the office; Aiding with client reception; Creating, maintaining, and recording information and Performing general office clerical duties and errands as needed.
Key Result Areas
- Customer Satisfaction: Deliver a high level of customer satisfaction by addressing their needs and concerns effectively and efficiently.
- First Contact Resolution: Achieve a high first contact resolution rate by resolving customer issues during the initial interaction.
- Response Time: Ensure customer inquiries and complaints are responded to promptly, within the company’s set service level agreements (SLAs).
- Knowledge and Product Understanding: Continuously improve product knowledge and understanding of company policies to better serve customers.
Qualifications, Skills and Experience:
- The applicant must hold a Degree/ Diploma
- Experience (3 month -1 year)
- Language Preferences; Must be fluent in English & Luganda and any other language
Technical Skills
- Verbal and Written communication skills
- Computer Knowledge and organization tools
- Problem solving Ability
Behavioral Capability
- Ability to multitask
- Willingness to Learn
- Team Player
NB: Ladies are highly encouraged to apply.
How to Apply:
All suitably qualified candidates should apply online at the link below.