Customer Support Officer

Overview 

Smartwatch Solutions is East Africa’s leading provider of fleet and mobile asset management solutions. The company was established in 2011 as a direct response to the emerging trends in dynamic mobile resource management, backed up by the growth in the oil and gas sectors across East and Central Africa. 

Job Title: Customer Support Officer 

Job Type: Full Time 

Reports to: GENERAL MANAGER 

Job Purpose:  

The primary role is to serve customers by providing product and service information;  resolving product and service problems, interacting with clients one-on-one on a  daily basis, addressing concerns, and receiving and making phone calls. 

KEY DELIVERABLES FOR THIS POSITION 

• Responding to customer queries in a timely and accurate way, via phone, email,  or chat 
• Answer, screen, and forward incoming phone calls to appropriate departments 
• Taking ownership of customers’ issues and following problems through to  resolution  

General Duties and Responsibilities: 

• Answer, screen, and forward incoming phone calls to appropriate  departments 
• Greet and welcome guests as soon as they arrive at the office ∙ Direct visitors to the appropriate person and office 
• Build sustainable relationships and trust with customer accounts through open  and interactive communication 
• Receive, sort, and distribute daily mail/deliveries 
• Identify and assess customers’ needs to achieve satisfaction 
• Handle customer complaints, provide appropriate solutions and alternatives  within the SLA limits; follow up to ensure resolution 
• Log all business contacts in our customer database system accurately  
• Keep records of customer interactions, process customer accounts, and file  documents
• Attracts potential customers by answering product and service questions;  suggesting information about other products and services.  
• Update our internal databases with information about technical issues and  useful discussions with customers 
• Generate, analyze and submit monthly reports to clients  
• Generate and submit monthly activity reports to the HOD 
• Gather customer feedback and share it with our Product, Sales, and  Marketing teams 
• Monitor customer complaints on social media and reach out to provide  assistance 
• Continually expand your knowledge of our business in order to accurately answer questions and address client concerns.  
• Solve common problems such as username and password issues, menu navigation, verification of hardware and software, app installation issues, and setup. 
• Monitors, all platforms for offline assets and takes considerable steps to have the issue resolved. 
• Provides feedback to clients on issues reported and resolved respectively 
• Escalating customer support requests that are unable to be resolved by Tier-1  to the appropriate teams and follow-ups for resolution. 
• Any other duties as assigned by the management of the supervisor 

Person Specification:

Essential 

Desirable Requirements

Education  /Qualifications

• Degree in business administration or any  business-related field

Experience/Knowledge

• 3 to 4 years of experience in the same or  relevant field 
• A certificate in customer service will be an  added advantage

Skills/Personal Requirements

• Exceptional communication skills 
• Exceptional customer service skills 
• Ability to remain calm and professional •Ability to multi-task 
• Ability to thrive in a fast-paced high-volume work environment. 
• Ability to learn about changing products and articulate specifications.

General Skills  

• Excellent computer skills ∙ Outstanding phone and  email etiquette 
• Time Management ∙ Listening skills 
• Team player

The deadline for submission is 13th December 2022 and only shortlisted candidates  shall be contacted

How to Apply

All suitably qualified and interested candidates should send their applications including an updated CV and cover letter through Brightermonday Portal by Clicking on the 'Apply Now ' section