Job Title: Customer Care Associate – Copia Uganda Jobs 2021
Organization: Copia Global
Location: Kampala, Uganda
Reports to: Customer care Supervisor
Copia Global Profile:
Copia gives all consumers access to high- quality goods and services, regardless of their income level, access to technology or location. By harnessing mobile technologies, a network of last-mile Agents and proprietary logistics technology, Copia serves a high growth market that formal retail and e-commerce cannot penetrate.
Job Summary:
The Customer Care Associate will play a significant role in ensuring that we deliver our promise to our customers: We Make Living Easier – Every Day.
Roles and Responsibilities:
- Handle all incoming customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Fresh desk }, web chat and emails.
- Update Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.
- Identify reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations} and attempt service recovery by calling affected Agents and Customers and offering proactive solutions.
- Escalate tickets within the organization through Fresh desk if they cannot be solved
- Regular calls to New Customers to get feedback as well as carry out product education.
- Make calls to potential customers to locate a Copia Agent nearest to them.
- Follow ups on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution.
- Any other duties as may be given by your supervisor or Manager.
Minimum Qualifications:
- The ideal applicant must hold a Bachelor’s degree from an accredited college or university.
- Previous experience as a Telecom/Banking customer care associate/agent, marketing associate.
- Good data entry and typing skills.
- Ability to clearly communicate in English and Luganda.
- Ability to work in a fast-paced environment and in shifts including evening and weekend.
- Superior computer skills, including strong knowledge of Excel, Word and PowerPoint.
- Display exceptional interpersonal and active-listening skills as well as the ability to prioritize issues and respond accordingly.
- Commitment to Customer Experience.
- Customer-obsessed – You put the customer first in everything you do and are obsessed with creating a positive customer experience.
- Results oriented – You deliver results – end of story. You know what is needed and you make it happen.
- Fast paced – You have a sense of urgency and quickly move things forward. You know how to hustle.
- A team player – You proactively contribute to the team and always work well with others.
- Positive and fun – You are a joy to work with and you take learnings from everything you do.
How To Apply for Copia Uganda Jobs 2021
All suitably qualified and interested candidates Please send cover letter and resume to akamusiime@copiauganda.com
Deadline: Open until filled
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