Job Title: Customer Care Representative
Department: Customer Care
Available slots: 15
Job Type: Full Time
Job Location: Kampala
Job Commences: January 2025
Job Duration: 1 year with prospects of extension
Kastommed BPO Solutions LTD – Description
We are a fast-growing, technology-driven, and people-centered contact center. Our office is located at K.S Plaza, Magambo Rd, Ntinda Kampala.
We provide inbound and outbound call services, as well as CX consultancy to businesses and organizations globally. Our focus is on delivering quality customer experience and care, allowing our clients to concentrate on delivering the best product possible, while we handle the mundane side of business-communications with customers.
About the Job
We are seeking to fill 15 vacant slots for Customer Care Representatives who will support our work at the contact center.
We seek enthusiastic, communicators with a multi-lingual base (at-least 2 Ugandan Languages and English) to join our team.
Key Responsibilities
Customer Support
- Respond to customer inquiries.
- Provide accurate information about products, services, and policies.
- Guide customers through the use of products and services.
- Gather insight and data from customers, document and report about trends
Problem Resolution
- Address and resolve customer complaints in a timely and professional manner.
- Investigate issues and provide suitable solutions or escalate to relevant departments when necessary.
Relationship Management
- Build and maintain strong relationships with customers to ensure satisfaction and loyalty.
- Collect and document customer feedback for service improvement.
Administrative Tasks
- Maintain customer records and update databases with detailed and accurate information.
- Prepare reports on customer interactions, issues, and resolutions.
Collaboration
- Work closely with colleagues, team leaders and be a positive part of a growing team
- Work closely with other departments (sales, marketing, technical support) to address customer needs.
- Share insights and trends observed in customer interactions to improve service delivery.
Key Skills and Competencies
- Communication Skills: Excellent verbal and written communication.
- Problem-Solving: Ability to analyze issues and provide practical solutions.
- Empathy: Understand and relate to customer concerns.
- Technical Proficiency: Familiarity with CRM software and other customer support tools.
- Time Management: Prioritize tasks and manage time effectively.
- Adaptability: Handle diverse customer needs and adjust to dynamic situations.
- Computer Literacy: Have a strong knowledge base and experience handling computers and solving multiple problems using technology.
- Linguistic Advantage: Fluency in at least 2 Ugandan Languages and English is an added advantage.
Qualifications
- Education: A bachelor’s degree from a recognized university.
- Experience: Prior experience in customer service or a related field is advantageous, or a beginner, looking to grow in the industry.
Work Environment
- Office setting, call center, or hybrid work environment.
- May require flexible working hours, including evenings, weekends, or holidays.
Salary and Benefits
The role has industry-competitive benefits.
Application Process
Apply by filling the form here before December the 15th, 2024, 11:59pm.
Only applications submitted through the form above will be considered.