Job Title: Call Center Executive
Organisation: SunnyMoney
Duty Station: Kampala, Uganda
Reports to: Call Center Coordinator
About
SunnyMoney:
SunnyMoney:
SunnyMoney is a fast-growing social
enterprise operated by SolarAid that aims to enable the world’s poorest people
to have access to clean, renewable power. The mission is to eradicate the use
of kerosene for lighting in Africa by the end of this decade.
enterprise operated by SolarAid that aims to enable the world’s poorest people
to have access to clean, renewable power. The mission is to eradicate the use
of kerosene for lighting in Africa by the end of this decade.
Job
Summary: The Call Center Executive will quickly
respond to customers in a positive and efficient manner hence helping to
eradicate the use of kerosene as a source of lighting in Africa in the next
decade and we do it by selling solar lights to different part of the Country at
an affordable price through the schools campaign.
Summary: The Call Center Executive will quickly
respond to customers in a positive and efficient manner hence helping to
eradicate the use of kerosene as a source of lighting in Africa in the next
decade and we do it by selling solar lights to different part of the Country at
an affordable price through the schools campaign.
Key
Duties and Responsibilities:
Duties and Responsibilities:
- Achieves
prescribed customer contact quality standards - Offers timely
information or solutions to queries that are raised by customers - Records customer
queries accurately - Escalates
customer queries that cannot be resolved on 1st contact in line with the
approved process - Adheres to
assigned roster/schedule including availability and allowed breaks - Complies with Service
Level Standards and individual targets relating to contact management - Actively
monitors own performance against standards and address shortfalls - Achieve and
exceed agreed personal goals and targets so that the centre and company
business and development objectives are met. - Define and
manage own personal development plan in order to safeguard current and
future personal well-being and effectiveness
Qualifications,
Skills and Experience:
Skills and Experience:
- The Call Center
Executive should hold a Bachelor’s degree - At least one
year customer service/experience training. - Strong customer
focus - Excellent
analytical and problem solving skills - Excellent
interpersonal skills - Keyboarding/typing
and computer skills - Possess the
ability to multitask in a fast-paced environment - Sets high
personal standards and is goal oriented - Excellent
communications skills, both oral and written - Enthusiastic,
upbeat personality; mature, professional demeanor - Flexibility and
ability to handle stress - Ability to use
CRM to update customer information - Possess the
ability to analyze, interpret and report statistical information - Exhibit passion
for customers and the customer experience - Ability to
operate in a performance driven organization - Fluency in
English at business level - Comfortable with
use of internet, e-mail, and use of headset - Pleasant
telephone voice and manner
How to
Apply:
Apply:
All candidates are strongly encouraged to
send their applications to: hilda.adrabo@sunnymoney.org
send their applications to: hilda.adrabo@sunnymoney.org
