Customer Service Agent

Qualifications, Skills and Experience:

Qualifications: 

• Degree or diploma in a relevant field from a recognized institution
  

Language(s):

• Must speak any of the following language combinations
  
• Luganda +Ateso +Kakwa+ Kumam
  
• Luganda+ Runyankore+ Rukiga+ Kinyarwanda
  
• Luganda + Runyoro+ Rutoro + Rukonjo
  
• Acholi + Langi + Alur (Luo)
  
• Lugbara + Madi
  
• Luganda + Lusoga+ Lugwere+ Samia
  
• Luganda + Lumasaba
  
• Kupsabiny +Lumasaba
  

Knowledge and Skills

• Conversant with use of computers
  
• Excellent interpersonal skills
  
• Should demonstrate both verbal and written  communication (English)
  
• Ability to work in teams or independently
  
• Critical thinking skills (ability to think outside the box)
  
• Good problem-solving skills (solutions oriented)
  
• Good influencing and negotiation skills
  
• Flexibility with ability to work under pressure to meet deadlines
  
• Willingness and desire to learn new ideas
  
• Technology: Strong IT skills, especially Microsoft Office Packages (Forms, Excel, PowerPoint) and Fenix DB and Power hub
  

Creating a Positive Customer Experience 

• Make outgoing calls to EEA customers to attain given work targets
  
• Be empathetic and compassionate while dealing and managing customers complaints
  
• Educate and emphasize to customers about the finance agreement they are signing and the commitment they are making with EEA.
  
• Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
  
• Endeavor to give all EEA customers great end to end customer experience
  
• Relationship management to increase client retention
  
• Always enter accurate and honest information into the EEA data systems.
  
• Capture data of high quality that can be used to better serve our customers.
  

Product Knowledge 

• Learn all product details, specifications, prices, and capabilities to be equipped with all product information.
  
• Always provide accurate product information to customers
  
• Should be able to demonstrate an in-depth understanding of the customer finance agreement
  
• Take the initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.
  

Administrative and Team Building 

• Escalate unresolved issues or questions to your immediate supervisor.
  
• Support in building EEA conducive environment for both internal and external customers
  
• Provide ideas, feedback, and contributions to EEA Strategy on how to improve the customer experience
  
• Any other duties as may be assigned from time to time