Job for Support Officer at Awamo Uganda Ltd

Job Title: Support Officer

Organization: Awamo Uganda Ltd

Duty Station: Mbale, Uganda

About US:

Awamo Uganda provides the long awaited solution to the problems of MFIs and their clients. Awamo is the digital, mobile banking platform and credit bureau especially designed for MFIs. The biometric technology involved solves the problem of having too little security by protecting clients data and reducing fraud.

Job Summary: The Support Officer entails serving awamo’s customers by providing product and service information, trainings (onboarding and/or ongoing), resolving product and service problems in a timely manner to ensure excellent customer experience and quality service. The Support Officer is the key liaison between customers and all relevant stakeholders both internal and external.

Key Duties and Responsibilities:

Create/assign electronic tickets with accurate issue description to ensure customer queries/issues are resolved timely
Manage incoming calls and customer queries
Identify, assess, and communicate customer needs to enable appropriate action
Guide customers through the onboarding process (e.g. meeting arrangements, formalities, class room and on-the-job training, technical assistance)
Mentor and train customers individually and in group sessions on use of awamo’s software
Provide support to customers in person, via phone, e-mail, or remotely as and when needed even outside normal business hours
Ensure positive customer experience through high quality service and communication thereby attaining customer retention and attracting new customers
Handle customer service and support related incoming requests and track, prioritize, and document customer service requests
Quickly respond to and resolve complex customer issues through incident recognition, research and isolation, resolution, escalation and follow up – if need be involving other departments – to the satisfaction of the customer
Update customers on new design, product and technology changes and ensure they are trained to adapt to the changes
Actively promote the awamo brand and market reach by interacting with team members, vendors and customers to get timely and regular feedback from the customers on our services vis-à-vis their requirements
Engage in continuous performance evaluation regarding our product and user experience with the same
Update Branch Manager on any occurrence outside the norm for support and timely resolution
Regular and timely direct reporting (daily, weekly, monthly, or quarterly) of activities done to supervisor and other stakeholders
The Support Officer will also manage databases and execute reports to track and support implementation and overseeing of compliance initiatives
Coordinate with the product development team to enhance current design and share feedback from the customers on any challenges or improvement ideas regarding the product

Key Performance Indicators:

Performance in line with key performance indicators as may be defined from management from time to time, for example: 1. System usage 2. Ticket resolution 3. Customer satisfaction

Qualifications, Skills and Experience:

The ideal candidate should preferably hold a Bachelor’s Degree in an IT or business related course – equivalent work experience will be considered as well
Proficiency in Microsoft Office packages
Familiar with the use of Android and excellent general IT user skills
Capability to explain issues to customers in a well-structured and clear manner
Good verbal and written expression and proper use of grammar
Fluency in English and other local languages specific to the area of operation
Two to three years of working experience handling customer relations in a fast-paced environment preferably in the IT or financial sector
Proven track record of fast execution on tasks and on-time delivery of high quality results
Proven working experience in any of the following is considered a plus: Microfinance Accounting use of any customer relationship management system
Fast thinker, solution oriented
Excellent communication skills and rapport with customers
Eager to constantly learn, improve and take on additional responsibility
Capable to provide constructive feedback to peers and superiors
Ability to work remotely yet deliver on agreed results
Willingness to work long or irregular hours
Willingness to travel extensively
Hard-working, organized, and able to deal with the pressure of delivering fast
Willingness to perform against defined goals with a relevant variable pay component