Customer Service Representative – 10 Position(s).

About This Job:
Q Sourcing is an East African human resource consulting and outsourcing company, combining unparalleled experience and expertise across business functions. Our client is looking for A Customer Service Representative (CSR) between the age of 25 and above to work in their Kampala head Office.

Job purpose

To respond to the needs, queries and complaints of walk-in customers who visit client retail shops, ensure that they work efficiently to achieve individual sales targets and provide appropriate solutions that contribute to customer satisfaction and loyalty of the company customers.

Follow up on all outstanding or unresolved customer issues as well as complete many other duties necessary in the retail shop in an effective and efficient manner.

Main Tasks:
Key job tasks and duties

Receive and resolve queries, complaints and needs of walk-in customers and take ownership of any issues raised until resolution is achieved
Ensure achievement of set sales targets
Handle customer and operational issues and where need be escalate to the line supervisor or other company departments those that require further action.
Record, reconcile and report on customer and company information
Promote and maintain a high quality professional service oriented company’s image among users.
Maintains the company retail shops in a clean and tidy state.

Main Duties and Responsibilities

Receive and resolve queries, complaints and needs of walk-in customers and take ownership of any issues raised until resolution is achieved:
Welcome customers into the shop with a smile and ascertain their needs, in instances where solutions are not readily available or the problem is not self-evident, check the relevant systems, make tests and liaise with relevant parties to verify the problem and or finds a solution
Undertake after sales support via initiatives intended to implement a corrective action to ensure an excellent quality of service offered from time to time
Update and sensitize prospective customers on the appropriate services/products as required
Achieve all set customer services targets (KPI’s)

Ensure Achievement of set sales targets:

Monitor own sales performance against set targets (KPI’s) and take remedial action where the performance falls short
Ensure continuous month on month individual sales growth to facilitate business continuity.
Conduct counter/ field sales of different products to prospective clients while committing the POS as a reference point to offer a lasting solution on product failure.
Handle cross selling and up selling of company products/services to different customers both as walk-in and field customers.
Handle customer and operational issues and where need be escalate to the line supervisor or other departments those that require further action.
Escalate customer queries that cannot be resolved at 1st point of contact, to the appropriate department in accordance with set escalation process.
Follow up with the relevant parties and obtain information or solutions in response to the queries and provide timely feedback within the set turnaround time.
Updates the customer on the progress and or provide solutions.
Record, reconcile and report on customer and company information
Capture and record data on customer feedback and or queries into the systems i.e.:( customer care trouble ticket tool, IEW, BSCS,ORCA)
Continuously check every transaction done and reconcile with the relevant systems to ensure accuracy and consistency.
Categorize customer feedback in order of query type
Carry out proper and accurate stock and cash reconciliation on a daily basis.
Prepare daily, weekly and monthly cash sales report, stock reconciliation report, sales reports and balancing of daily POS reports against physical cash & other financial instruments
Undertake stock taking every end of month under the supervision of line Supervisor and stock personnel from head office or as the line manager may find fit
Promote and maintain a high quality, professional, service oriented company’s image among users.
Maintain orange brand image (Retail Visual Identity-RVI) by having proper uniforms, name tags and ID at all times
Maintain a product display arrangement as per the merchandising guidelines to ensure a neat display of POS brochures, cabinets, and correct price tags with detail slip per product.
Maintain high levels of team work, integrity, behavior/ work conduct with line manager and colleagues.
Adhere to the company retail shops code of conduct in regard to professionalism and dress code
Attend team meetings, (daily briefings and weekly meetings) as scheduled
Adhere to orange business & finance processes, fraud and assurance, security, health and safety equipment.
Ensure self-development through acquiring skill trainings ( Intel ,Soma Orange, personal development)
Undertake managerial and shop supervision roles as the line manager may find necessary
Maintain the OUL retail shops in a clean and tidy state.
Check that the chairs, door mats, floor and windows are clean and ensures that property assigned to them is safe and in good condition.
Checks that the blinds are clean and drawn
Ensures availability of drinking water and disposable cups for the customers
Maintain proper socially acceptable hygiene standards in line with general housekeeping and tidiness guidelines.
Ensures safe storage of all documents and equipment.

Other relations:
Marketing,
Customer Services
Contact centre
Indirect sales
Finance
Sourcing
Key Qualifications/Experience
Bachelor’s degree/ diploma
1 years ‘ relevant work experience
Ability to analyse, interpret and report statistical information
Passion for customers and the customer experience
Experience in telecommunications specifically call centre or mobile industry desirable
Able to operate in a performance driven organization
Culturally aware
IT literacy
Fluent in English
Competencies
Strong customer focus
Result oriented and sales driven
Strong analytical and problem solving skills
Excellent interpersonal skills and the ability to build strong relationships
Sets high personal standards and is goal oriented
Excellent communications skills, both oral and in written
Team player
Application Proceedure
Only candidates who meet the minimum criteria outlined as above are invited to send a comprehensive CV by e-mail to recruitment@qsourcing.com.

Note:

Kindly mark your application as “Application _Customer Service Representative (CSR)” in the subject line of your email.

The applications should reach the above address by 5:00 pm on 2015-02-23

Only shortlisted applicants will be contacted.