Senior Customer Support Specialist

Responsabilités

We are seeking a dedicated Customer Support Officer to deliver exceptional service to our clients. In this role, you will address inquiries, resolve issues, and provide timely solutions to ensure customer satisfaction. Strong communication skills, both verbal and written, are essential, along with the ability to handle high-pressure situations with professionalism. Proficiency in CRM software and Microsoft Office is required, and prior experience in a customer-facing role is preferred. The ideal candidate will demonstrate patience, empathy, and a commitment to resolving customer concerns efficiently. Your responsibilities will include responding to emails, calls, and live chats while maintaining accurate records of interactions. WAS SHA Africa Uganda Ltd is actively seeking a highly motivated and experienced individual to serve as the Country Manager, responsible for overseeing all operations and driving strategic growth within the region. The ideal candidate will possess a minimum of 10 years of progressive leadership experience in a relevant industry, coupled with a proven track record of successfully managing business development, operations, and stakeholder relations. Fluency in English and at least one local language is essential, along with strong financial acumen and exceptional interpersonal skills. Key responsibilities include developing and implementing business strategies, ensuring regulatory compliance, fostering key partnerships, and leading a high-performing team to achieve organizational objectives. The role demands a strategic thinker with the ability to navigate dynamic market conditions while maintaining a customer-centric approach. Engineering Services specializes in providing comprehensive technical solutions to enhance operational efficiency and reliability. The team collaborates closely with clients to develop and implement customized engineering strategies that address complex challenges. Responsibilities include conducting detailed feasibility studies, designing robust systems, and overseeing project execution to ensure adherence to specifications and timelines. Applicants should possess a Bachelor’s degree in Engineering or a related field, along with a minimum of five years of hands-on experience in a pertinent discipline. Proficiency in industry-standard software tools and exceptional problem-solving abilities are essential. Strong communication skills and the capacity to work effectively within cross-functional teams are also required. Dedicated to delivering exceptional support, this role encompasses comprehensive customer service, streamlining business operations, and managing administrative and office functions with precision and efficiency. The position demands a versatile professional capable of balancing client interactions, operational workflows, and clerical responsibilities to ensure seamless organizational functionality. Key duties include addressing customer inquiries, optimizing internal processes, and maintaining meticulous office records, all while upholding professional standards and fostering a productive work environment. ABOUT US WAS SHA Africa Uganda Ltd, a rapidly expanding solar energy start-up in Uganda, delivers innovative alternative energy solutions to individuals with restricted or no access to electricity. By providing cost-effective and sustainable energy services, we empower our customers to grow their enterprises and elevate their quality of life. Our organization envisions a future where humanity transcends its inherent constraints, and our core purpose is to democratize access to transformative capabilities. As a member of the WAS SHA Group, our operations span across Japan as well as multiple African nations, including Tanzania, Mozambique, the Democratic Republic of Congo, and Nigeria, with planned expansions into additional African markets. We seek a proactive and skilled Customer Support Officer to deliver assistance to our expanding team of agents. Bachelor’s degree in Computer Science, Information Technology, or a related field is required. Proficiency in programming languages such as Python, Java, or C++ is essential. Experience with database management systems and cloud computing platforms is preferred. Strong problem-solving skills and the ability to work collaboratively in a team environment are necessary. Familiarity with agile methodologies and software development best practices is advantageous. Excellent communication skills, both written and verbal, are expected. A bachelor’s degree in any discipline is required for this position. Candidates should possess a minimum of six months of call center experience, though those with up to twelve months of relevant work history are strongly encouraged to apply. Demonstrates a solid understanding of customer service fundamentals and best practices. Proficient in fundamental computer operations, such as typing proficiency and spreadsheet utilization, is required. Proficient in utilizing spreadsheet software, with demonstrated expertise in organizing, analyzing, and managing data efficiently. Proficient in utilizing computer systems and software applications is essential, with a strong command of relevant tools and technologies required to perform job duties efficiently. LANGUAGE Proficient in Runyakitara, Luganda, and English, with fluency in at least one additional Ugandan language. The role encompasses a diverse range of responsibilities, requiring a proactive approach to delivering high-quality results. Key duties involve managing multiple projects simultaneously while adhering to strict deadlines and maintaining clear communication with stakeholders. Additionally, the position demands meticulous attention to detail, problem-solving skills, and the ability to adapt to evolving priorities in a fast-paced environment. Collaboration with cross-functional teams is essential to ensure alignment with organizational goals and to foster a culture of continuous improvement. The Customer Support Officer will serve as a liaison between customers and agents and WAS SHA, facilitating communication both directly and via WAS SHA’s Marketing Officers and Representatives (MO/Rs). They will support the sales efforts of assigned customers and agents by analyzing sales records, engaging with clients to identify opportunities for growth, and promptly resolving or escalating customer concerns to uphold satisfaction levels. Assist marketing officers and field representatives by ensuring the completion of their assigned tasks, enabling them to effectively contribute to sales objectives. To evaluate the agent’s sales performance and identify underlying causes, you will conduct regular consultations with the agents and/or review Management Operating Reports (Moors) to extract relevant data. Highlight the benefits and features of WASH’s policies while engaging with agents and customers to drive increased sales volumes. To ensure agents and customers fully grasp the company’s values and policies, you will articulate and clarify these principles, fostering better comprehension and alignment with organizational standards. Handle incoming calls from agents and customers, providing troubleshooting assistance to resolve any customer-related issues. Compile customer feedback and inquiries, escalating them to the immediate supervisor and, when necessary, to senior management, while ensuring thorough follow-up to confirm issue resolution and accountability. Responding to inquiries from Marketing Officers and Representatives (MO&R) in the field provides essential support to their operational needs. The individual will oversee the status of Moors tasks, ensuring completion, and promptly inform assigned personnel of their progress while consistently reminding them of any pending actions required to successfully fulfill their daily task assignments. Ensuring completion of all MO&R tasks before the conclusion of each day, while also addressing any additional duties outlined in the CSO Manual. OTHERS To ensure accurate tracking of agent performance and streamline commission disbursement, you will utilize key systems including the WASH’s Sales Dashboard, Google Maps, and MO&R task management tools. Your responsibilities will involve updating agents’ sales histories, processing commission payments, and closely monitoring the progress of MO&R tasks to maintain operational efficiency and accountability.

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