Customer Care Associate – Copia Uganda

Job Expired

Are you ready to be part of a fast-growing business that is revolutionizing how customers access quality goods at affordable prices?

Copia Global is growing rapidly and is looking for an outstanding Customer Care Associate who will play a significant role in ensuring that we deliver our promise to our customers: We Make Living Easier – Every Day.

Who We Are:

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.

Working with Copia will give you an opportunity to:

• Have IMPACT by bringing accessibility to affordable goods and services to traditionally underserved customers and locations
• Quickly GROW your professional skillset by being part of a fast-paced, high growth and innovative organization.
• THRIVE in a fun and entrepreneurial culture that values input and action from all.


About the Role:

Copia is growing extremely fast and is seeking an outstanding Customer Care Associate. We are looking for customer care professionals with strong interpersonal and communications skills who are passionate about Customer Experience and its growing future in the organization. This position reports to the Customer care Supervisor.

This role is looking for individuals who are client focused, energetic, friendly people, who share our passion for innovation and technology to join our team.

In this role, you will undertake the following tasks:

● Handle all incoming customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Freshdesk}, 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 Freshdesk if they cannot be solved immediately.
● 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.

About You:

● 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.

You are also:

• 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.


Please send cover letter and resume to

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