Job Band: Band D

Department: Retail

Reports to (Title): Team Leader Shops 

JOB PURPOSE

To control quality at the Service Centre by providing excellent Customer Service to walk-in customers and managing stock as per the organization's service police.

KEY JOB FUNCTIONS 

(Main activities undertaken by the jobholder and reflective of the most important features of the job)

Key Job Function

• Support customer swap & return processes in line with company reverse logistics policy
• Review and accurately update all activity in the Inventory tools with all incoming and outgoing transactions as per company stock handling policy
• Allocate stock to Direct Sales Representatives (DSRs) in line with company stock allocation policy
• Manage stock by preventing stock–out at the Service and guaranteeing the integrity of stock.
• Resolve or escalate walk-in customer queries in line with MKOPA customer care guidelines
• Uphold the brand values of the company, including ensuring the company's Service Centre is highly presentable to customers

DECISION MAKING & AUTHORITY 

Component Swaps

System  Initiation of customer returns

Free credit award as compensation to customers (none)

Recommendations made by the position: (none)

Product Improvements

Operations Process improvements

Recommendation of customer suggestions to management

KNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION REQUIRED

(Minimum level of academic qualification, skills, and knowledge required to perform effectively in the role)

• A bachelor’s degree from a recognized institution/university in any field.
• Fluent in at least English & Luganda / or a major language found within any of the Sales Regions
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• A team player with a high level of flexibility
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.
• Excellent customer Care skills -Customer-centric with a commitment to deliver
• Possession of basic numerical skills
• Teamwork with high levels of flexibility.
• Demonstrate a high level of integrity, work ethics, proactive and positive attitude.
• Exceptional communication, interpersonal, problem solving, and analytical skills
• Report-writing and presentation skills.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.