Graduate In Training Customer Care Officer

Educational Requirements: Degree/ Diploma

Experience (3 month -1 year)

Language Preferences; Must be fluent in English & Luganda and any other additional languages are a bonus.

Knowledge and skills

(General and technical)

TECHNICAL SKILLS

1.Verbal and Written communication skills

2.Computer Knowledge and organization tools

3.Problem solving Ability

BEHAVIORAL CAPABILITY

1.Ability to multitask

2.Willingness to Learn

3.Team Player

Job Responsibilities

1. Answer incoming customer calls, client queries and chatbox messages promptly and professionally.

2. Provide information about company products, terms, and conditions to clients while ensuring continuous improvement of customer service processes and procedures.

3. Resolve customer queries and complaints promptly, escalating unresolved issues to the appropriate team members.

4. Maintain accurate records of customer interactions, updates, and resolutions in the company’s customer relationship management (CRM) system.

5. Participate in regular training sessions to enhance product knowledge, communication skills, and understanding of company policies.

Key Result Areas

1. Customer Satisfaction: Deliver a high level of customer satisfaction by addressing their needs and

concerns effectively and efficiently.

2. First Contact Resolution: Achieve a high first contact resolution rate by resolving customer issues

during the initial interaction.

3. Response Time: Ensure customer inquiries and complaints are responded to promptly, within the

company’s set service level agreements (SLAs).

4. Knowledge and Product Understanding: Continuously improve product knowledge and understanding of company policies to better serve customers.