Customer Care Agent - In bound

People Performance Group
People Performance Group is a leading human resource consultancy firm in Uganda. We are looking for a highly professional team to work for our client, a reputable international telecommunication company.
We are seeking to recruit employees with high integrity, dedication, enthusiasm and commitment to fill the position of Customer Care Agent;
Job title: Customer Care Agent - In bound
Country: Uganda
City / Location: Kampala
Job category: Customer Support/Client Care
Required languages: English
Required IT skills: MS Office (in general)
Minimum degree: Certificate
Closing date: April 11, 2013 - 4pm
Job Summary:
Responding to incoming telephone calls and e-mails from customers at the Call Centre. Handling enquiries, problems and complaints as per the prescribed methodology and SLA’s. Escalatingand/ or following up as necessary.
Consolidating customer issues and feedback to improve the Company’s service delivery and uphold its value proposition of speed, quality, reliability and simplicity.
Maintaining high levels of customer satisfaction to build value-based relationships between the Company and its customers.
Job Description:
• Handle and resolve customer enquiries, complaints, problems in best possible and professional manner, provide product and/or service information as necessary
• Provide quality service, minimise errors and continuously improve performance of inbound support/complaint management/resolution, call centre operations/back office, attend to issues raised through web and social media enquiries
• Escalate (where necessary) and follow up on customer issues to ensure they are promptly addressed and that complaint resolution is within the agreed SLA’s. Prompt escalation of identified “general” issues affecting many customers incl. resolution follow up with all internal and external stakeholders
• Manage customer relations, attend to customer queries and take prompt corrective measures, routing calls to appropriate resource as necessary
• Build and maintain effective relationships with customers (internal and external)
• Register Company customers onto the Company network as required
• Record customer and call information into the Company database, e.g. JIRA
• Ensure compliance to agreed Company Call Centre SLA’s, regulatory and other applicable legal requirements
• Participate in sales and other staff meetings as required from time to time
• Actively participate activities and events and contribute to overall team success
• Complete required daily, weekly and monthly call logs and reports and submit timeously to assigned manager as required. Make appropriate recommendations where necessary
• Provide any other ad hoc duties assigned from time to time by the Line Manager or any other person appointed by the Company for this purpose
Education and experience
• Certificate of Secondary Education
• Ability to work shifts across a six (6) day working week
• Good spoken and written command of the English language
• Ideally previous call centre experience and/or customer care/service
• Previous experience with data and/or Telco related products or services
• PC Literate (MS Office, i.e. Word, Excel and PowerPoint, social media + Other)
• Experience in the same or similar role in an ISP or telecom services provider advantageous
• Local market knowledge
• Demonstrable successful interpersonal and networking skills
Contact/How to apply:
To apply please send your CV and cover letter with 3 work related referees to the address or e-mail below. Please mark your application and the email or envelope subject should be “position name - PPG” where you replace position name with the position you would like to apply for. E-mails must not exceed 2 MB.
While we thank all applicants for your interest, only those selected for interviews will be contacted. Any form of lobbying will lead to automatic disqualification.
People Performance Group
Plot 8 Kitante Close, Kitante
P.O. Box 12405, Kampala
Uganda
E-mail: info@ppg.co.ug