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
• 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.

Educational Requirements: Degree/ Diploma
Experience (3 month -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: 12

Level of Education: Bachelor Degree