CUSTOMER SUPPORT OFFICER - GISHU

Title                                         : Customer Support Officer – Gishu

Reports to                               : Customer Support Leader

Duty stations                           : Kampala

Available number of positions            : 1

Deadline of application                       : 14th November,2025

We are looking for motivated and capable Customer Support Officers who will provide assistance to our growing number of agents.

Responsibilities & Duties

A)    Managerial Responsibilities:

N/A

B)    Functional Responsibilities:

Interacting with the Customers/Agents

• Analysing the agent’s sales history and the reason behind it by regularly calling up the agents and/or gathering information through the MRs.
• Contribute directly to the sales by explaining WASSHA’s policies to the agent/customer and convincing the agent of higher sales.
• Explain the company's values and policies to improve agent/customer understanding
• Receive incoming calls from agents/customers and troubleshoot to solve any customer-related issues.
• Report information gathered from customers to the immediate supervisor and sometimes the management, and follow up to ensure and take responsibility that the reported queries are resolved.

Supporting Marketing Representatives 

Supporting Marketing Representatives (MR) working in the field by responding to any queries they have.

Checking task completion status of MRs assigned and notifying them of their progress and constantly remind them of any required actions so as to successfully complete the daily assigned tasks.

Following through with the MR until their day ends, on other specific supporting tasks defined in the CSO Manual.

Others

Navigating through systems such as the WASSHA’s Sales Dashboard, google maps, MR task management tools in order to: update agent’s sales history, issue commissions to agents, monitor the MR’s progress,

Qualification &Skills

• Bachelor’s degree in any field
• Previous experience working in a call center (more than 1 year)
• Knowledge of customer service principles and practices.
• Basic computer skills, including typing and using spreadsheets
• PC skill (spreadsheets)
• Computer literacy

      Language

• Standard: Luganda, English, and Gishu
• At least able to speak one or more Ugandan languages, such as: Samia, Lugwere

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section