10 Customer Service Representatives Jobs at Q Sourcing in Uganda

Job Title: Customer Service Representative - CSR – 10 posts

Employer: Q Sourcing

Duty Station: Kampala, Uganda

Application Deadline: 23^rd Feb 2015

Duties and Responsibilities:  

• Receive and resolve queries, complaints and needs of walk-in customers and take ownership of any issues raised until resolution is achieved
• Ensure achievement of  set sales targets
• Process all customer and operational issues and where need be escalate to the line supervisor or other company departments those that require further action.
• Record, reconcile and report on customer and company information
• Actively promote and maintain a high quality professional service oriented company’s image among users.
• Maintains the company retail shops in a clean and tidy state.
• Receive and resolve queries, complaints and needs of walk-in customers and take ownership of any issues raised until resolution is achieved:
• Welcome customers into the shop with a smile and ascertain their needs, in instances where solutions are not readily available or the problem is not self-evident, check the relevant systems, make tests and liaise with relevant parties to verify the problem and or finds a solution
• Undertake after sales support via initiatives intended to implement a corrective action to ensure an excellent quality of service offered from time to time
• Update and sensitize prospective customers on the appropriate services/products as required
• Achieve all set customer services targets (KPI’s)
• Monitor own sales performance against set targets (KPI’s) and take remedial action where the performance falls short
• Ensure continuous month on month individual sales growth to facilitate business continuity.
• Conduct counter/ field sales of different products to prospective clients while committing the POS as a reference point to offer a lasting solution on product failure.
• Handle cross selling and up selling of company products/services to different customers both as walk-in and field customers.
• Handle customer and operational issues and where need be escalate to the line supervisor or other departments those that require further action.
• Escalate customer queries that cannot be resolved at 1st point of contact, to the appropriate department in accordance with set escalation process.
• Follow up with the relevant parties and obtain information or solutions in response to the queries and provide timely feedback within the set turnaround time.
• Updates the customer on the progress and or provide solutions.
• Record, reconcile and report on customer and company information
• Capture and record data on customer feedback and or queries into the systems i.e.:( customer care trouble ticket tool, IEW, BSCS,ORCA)
• Continuously check every transaction done and reconcile with the relevant systems to ensure accuracy and consistency.
• Categorize customer feedback in order of query type
• Carry out proper and accurate stock and cash reconciliation on a daily basis.
• Prepare daily, weekly and monthly cash sales report, stock reconciliation report, sales reports and balancing  of daily POS  reports against physical  cash  & other financial instruments
• Undertake stock taking every end of month under the supervision of line Supervisor and stock personnel from head office or as the  line manager may find fit
• Actively promote and maintain a high quality, professional, service oriented company’s image among users.
• Maintain orange brand image (Retail Visual Identity-RVI) by having proper uniforms, name tags and ID at all times
• Maintain a product display arrangement as per the merchandising guidelines to ensure a neat display of POS brochures, cabinets, and correct price tags with detail slip per product.
• Maintain high levels of team work, integrity, behavior/ work conduct with line manager and colleagues.
• Adhere to the company retail shops code of conduct in regard to professionalism and dress code
• Attend team meetings, (daily briefings and weekly meetings) as  scheduled
• Adhere to orange business & finance processes, fraud and assurance, security, health and safety equipment.
• Ensure self-development through acquiring skill trainings ( Intel ,Soma Orange, personal development)
• Undertake  managerial and shop supervision roles as the line manager may find necessary
• Maintain the OUL retail shops in a clean and tidy state.
• Check that the chairs, door mats, floor and windows are clean and ensures that property assigned to them is safe and in good condition.
• Checks that the blinds are clean and drawn
• Ensures availability of drinking water and disposable cups for the customers
• Maintain proper socially acceptable hygiene standards in line with general housekeeping and tidiness guidelines.
• Ensures safe storage of all documents and equipment.

Qualifications, Skills and Experience: 

• The ideal candidates for the Customer Service Representative (CSR) jobs should hold   Bachelor’s degree/ diploma
• At least one year’s relevant work  experience
• Ability to analyse, interpret and report statistical information
• Passion for customers and the customer experience
• Past experience in telecommunications specifically call centre or mobile industry desirable
• Ability to operate in a performance driven organization
• Culturally aware
• IT literacy skills
• Fluent in English
• Strong customer focus
• Result oriented and sales driven
• Possess excellent analytical and problem solving skills
• Excellent interpersonal skills and the ability to build strong relationships
• Sets high personal standards and is goal oriented
• Excellent communications skills, both oral and in written
• Team player

Age: 25 years and above

How to Apply:

All suitably qualified and interested candidates are invited to send a comprehensive CV by e-mail to: recruitment@qsourcing.com.

Note: Kindly mark your application as "Application _ Customer Service Representative (CSR)" in the subject line of your email.