POSITION SUMMARY The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive is to assist, retain, acquire, and/or recover customers. DUTIES & RESPONSIBILITIES Build rapport with customers by handling every customer call courteously and professionally, Ensures consistently imparts the correct product and service information during each call. Obtains, imparts, clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service Demonstrate appropriate levels of empathy in situations that require these skills, and provide customers with caring, individualised attention. Accurately tags each call as per the defined tagging list/CRM tagging list. Ensure that the quality of each call complies with predefined quality parameters. Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Leader. Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests. Ensure strict adherence to established attendance schedules. Provides on-the-job training support to new team members to facilitate improvement in their levels of performance through a mentor/mentee relationship. Provides the relevant reports daily – where applicable. Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same. Ensures daily performance targets are met. KNOWLEDGE, SKILLS, AND ABILITIES Proficiency in the languages below : English+Luganda+Samia English+Luganda+Runyankole+Lukiga English+Luganda+Kupsabiny English+Luganda+Ateso English+Luganda+Lukonzo English+Luganda+Lusoga English+Luganda+Lugishu English+Luganda+Kumam A degree or a Diploma will be an added advantage Excellent listening skills; uses appropriate probing techniques to facilitate a clear understanding of queries and thus provide appropriate and accurate solutions to customer queries. Good typing speed and computer skills, particularly in Microsoft Office applications Good communication skills, including a clear voice, and fluency in English and local languages of the respective location. Ability to work in a team environment Ability to maintain a calm disposition, particularly in stressful work situations. WORK CONDITIONS: Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays Ability to work extra hours to meet business needs To reside within a reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable May be required to undergo periodic medical examination to assess one's own suitability for continued employment at the Call Centre YEARS OF RELEVANT WORK EXPERIENCE:- Entry Level/No experience Note: Please indicate the specific language group(s) you can speak, as outlined in the job description, in your cover letter. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the Apply Here section
