Human Capital Synergies (HCS) Africa
Ltd if looking to recruit qualified candidates with fluency in the Luganda or
Buganda language/s for the position of a Social
Media Customer Care Representatives (SMCSR).
The Social Care CSR is responsible for providing professional and quality customer service both internally and externally. The CSR will be responsible for customer support at the designated touch point. The goal is to gradually achieve superior customer engagement and intimacy, website traffic and revenue by:
The Social Care CSR is responsible for providing professional and quality customer service both internally and externally. The CSR will be responsible for customer support at the designated touch point. The goal is to gradually achieve superior customer engagement and intimacy, website traffic and revenue by:
Principle duties:
(Using effective communication
skills)
·
Provide one-stop customer support for
Satellite Industry UG services by responding to customer queries within defined
SLAs.
·
Resolving all complaints, concerns
and issues in a timely and diplomatic manner.
·
Demonstrate knowledge of service
standards or service level agreements.
·
Demonstrating knowledge of impact of
providing professional service to Customers.
·
Understanding the importance and
impact of first contact resolution (FCR).
·
Working with the Supervisor on
performance improvement as an individual and with the team as a whole.
·
Ensuring complaints/concerns are
resolved or escalated in a timely manner.
·
Providing timely notifications to
management of negative trends, urgency of issue, or extent of required follow
up.
·
Determining when a problem requires
action from higher level of authority.
·
Participate in regular team meetings.
·
Educate customers about terminology,
technology and self-help features and benefits of packages in order to improve
customer education and satisfaction.
·
Updating client comments, complaints,
enquiries and compliments regarding the client’s packages & services.
·
The jobholder will be expected to
identify and highlight to the Supervisor, all emerging service issues of
general or unique nature; that may require maintenance, upgrade or
restructuring of Satellite services in order to meet customer needs.
·
Resolve customer query on first
contact and keep the promise of query/problem resolution for escalated cases.
·
Take full ownership of customer cases
that come to your attention and handover unresolved cases at end of day
·
Confirm client information and update
on existing database.
·
Cross sell and/or up sell current
packages to clients who have renewed their packages in line with upselling
selling script.
·
Enhance customer loyalty and upsell
accordingly in line with all and any campaigns run on the UG platform.
·
Actively participate in process
improvement meetings as required.
Minimum Qualifications: – Diploma from a recognized institution of learning
Experience:
·
Minimum of 1-year experience in
customer service; proven working experience in social media marketing or as a
digital media specialist.
·
Experience in the Satellite Services
industry will provide an added advantage
·
Ability to solve practical problems
and deal with a variety of concrete variables in any situation.
·
Knowledge and experience in reading,
analyzing, and interpreting customer transactions as well as technical
procedures.
·
Proficiency in MS Office –
specifically Excel, Access, Word, PowerPoint.
·
Ability to effectively present
information and respond to questions from management, peers and customers.
·
Ability to handle service delivery
and service assurance processes and structures in a large
telecommunications/media environment.
Skills & Competencies:
·
Must fluently speak the Luganda
language
·
Collaborate with other departments
(call center, sales, public relations, marketing etc) to manage reputation,
identify key players and coordinate actions
·
Extensive Knowledge of Social Media
Platforms,
·
Public Relations and Brand Marketing
Experience,
·
Proofreading and Editing Skills,
·
Strong Verbal and Written
Communication Skills
·
Customer Service Skills
·
Good IT literacy skills
·
Excellent communication skills –
verbal and written
·
Knowledge retention
·
Attention to detail
·
Organization skills
·
Flexibility
·
Calm under pressure
·
Speed
·
Creativity
·
Self-driven, customer centric and
team player.
·
Integrity; Certificate of Good
Conduct and CRB clearance will be required during the screening process.
How to Apply
Applicants who meet the requirements
stated above should send their applications and detailed CVs with a day – time
telephone number to the email address: jobs1@hcsafrica.com with
social media customer care representatives on the Subject line.