Job Description

Overview

The job entails serving awamo’s customers by providing 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. The Support Officer is the key liaison between customers and all relevant stakeholders both internal and external.

Qualifications

Academic/Skills

• Bachelors’ Degree in an IT or business related course – equivalent work experience will be considered as well
• Proficiency in Microsoft Office packages
• Familiar with the use of Android and excellent general IT user skills
• Capability to explain issues to customers in a well-structured and clear manner
• Good verbal and written expression and proper use of grammar
• Fluency in English and other local languages specific to the area of operation

Work experience

• 2 – 3 years working experience handling customer relations in a fast-paced environment preferably in the IT or financial sector
• Proven track record of fast execution on tasks and on-time delivery of high quality results
• Proven working experience in any of the following is considered a plus:
• Microfinance
• Accounting
• use of any customer relationship management system

Personality

• Willingness to perform against defined goals with a relevant variable pay component
• Fast thinker, solution oriented
• Team player with “customer first” attitude
• Excellent communication skills and rapport with customers
• Eager to constantly learn, improve and take on additional responsibility
• Capable to provide constructive feedback to peers and superiors
• Ability to work remotely yet deliver on agreed results
• Willingness to work long or irregular hours
• Willingness to travel extensively
• Hard-working, organized, and able to deal with the pressure of delivering fast

Responsibilities & duties

• Create/assign electronic tickets with accurate issue description to ensure customer queries/issues are resolved timely
• Manage incoming calls and customer queries
• Identify, assess, and communicate customer needs to enable appropriate action
• Guide customers through the onboarding process (e.g. meeting arrangements, formalities, class room and on-the-job training, technical assistance)
• Train customers individually and in group sessions on use of awamo’s software
• Provide 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
• 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 changes
• 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 requirements
• Engage in continuous performance evaluation 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 (daily, weekly, monthly, or quarterly) of activities to supervisor and other stakeholders
• 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