Graduate In Training -Customer Care Officer job at WATU

JOB DETAILS:
Job Purpose
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.

Job Responsibilities
1. Answer incoming customer calls, emails, and chat messages promptly and professionally.
2. Provide information about company products, terms, and conditions to clients while ensuring continuous improvement of customer service processes and procedures.
3. Resolve customer queries and complaints promptly, escalating unresolved issues to the appropriate team members.
4. Maintain accurate records of customer interactions, updates, and resolutions in the company’s customer relationship management (CRM) system.
5. Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information thus assisting in forming marketing strategies.
6. Collaborate with other departments, such as AF (Onboarding), collections, and marketing, to provide exceptional customer service.
7. Assist clients with the application process, guiding them through each step and ensuring all required documentation is submitted.
8. Participate in regular training sessions to enhance product knowledge, communication skills, and understanding of company policies.
9. 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.

Educational Requirements: Degree/ Diploma
Experience (3 months -1 year)

Language Preferences; Must be fluent in English & Luganda and any other language

Knowledge and skills
(General and technical)

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

Work Hours: 8

Experience in Months: 6

Level of Education: Associate Degree

Job application procedure

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