Operations and Customer Service Officer job at Bawuza Uganda

About Us
Bawuza Uganda is an online retail business dealing in home appliances, electronics, bedding, fashion, and household items. We are seeking a motivated and organized individual to support customer service, social media management, order processing, and day-to-day business operations.

Job Summary
The Operations & Customer Service Officer will manage customer communication, process and track orders, handle social media content, support marketing activities, and assist in overall business operations. The role also includes preparing performance reports and ensuring smooth coordination between customers, suppliers, and delivery teams.

Key Responsibilities

Customer Service & Sales Support

• Respond to customer inquiries via phone, WhatsApp, and social media.
• Provide accurate product, pricing, and delivery information.
• Follow up customers and ensure satisfaction.

Order Management

• Receive, process, and track customer orders.
• Coordinate deliveries and supplier communication.
• Maintain accurate sales and order records.

Social Media & Marketing

• Create and post content on Facebook, Instagram, TikTok, and WhatsApp Business.
• Take and edit product photos/videos.
• Manage messages, comments, and online engagement.
• Support marketing campaigns and promotions.

Operations & Reporting

• Maintain inventory and basic business records.
• Prepare monthly progress reports covering sales, marketing activities, customer feedback, achievements, challenges, and recommendations.
• Support general administrative and operational tasks.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Marketing, Mass Communication, Communications, Public Relations, Journalism, Commerce, Development Studies, or related field.
• Minimum of 2 years’ experience in customer service, social media management, digital marketing, or business operations.
• Proven experience managing social media content and handling customer communication.

Skills Required

• Excellent communication and interpersonal skills.
• Strong customer service abilities.
• Good knowledge of social media platforms (Facebook, Instagram, TikTok, WhatsApp Business).
• Skills in Canva and basic content creation tools.
• Proficiency in Microsoft Word and Excel.
• Strong organization and multitasking abilities.
• Ability to work independently and responsibly.
• Basic photography/videography skills are an added advantage.

Additional Requirements

• Must be a Ugandan citizen with a valid National Identification Card (National ID).
• Must be willing to work in a dynamic environment and handle multiple tasks.

Key Performance Indicators (KPIs)

• Customer response time and satisfaction
• Orders processed and delivered successfully
• Sales performance and customer retention
• Social media growth and engagement
• Accuracy of records and reports
• Monthly report submission timeliness

• Respond to customer inquiries via phone, WhatsApp, and social media.
• Provide accurate product, pricing, and delivery information.
• Follow up customers and ensure satisfaction.
• Receive, process, and track customer orders.
• Coordinate deliveries and supplier communication.
• Maintain accurate sales and order records.
• Create and post content on Facebook, Instagram, TikTok, and WhatsApp Business.
• Take and edit product photos/videos.
• Manage messages, comments, and online engagement.
• Support marketing campaigns and promotions.
• Maintain inventory and basic business records.
• Prepare monthly progress reports covering sales, marketing activities, customer feedback, achievements, challenges, and recommendations.
• Support general administrative and operational tasks.

• Excellent communication and interpersonal skills.
• Strong customer service abilities.
• Good knowledge of social media platforms (Facebook, Instagram, TikTok, WhatsApp Business).
• Skills in Canva and basic content creation tools.
• Proficiency in Microsoft Word and Excel.
• Strong organization and multitasking abilities.
• Ability to work independently and responsibly.
• Basic photography/videography skills are an added advantage.

• Bachelor’s degree in Business Administration, Marketing, Mass Communication, Communications, Public Relations, Journalism, Commerce, Development Studies, or related field.
• Minimum of 2 years’ experience in customer service, social media management, digital marketing, or business operations.
• Proven experience managing social media content and handling customer communication.