Job Title: Customer
Service Representative - CSR – 10 posts
Employer: Q Sourcing
Duty Station: Kampala, Uganda
Application Deadline: 23rd 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.
