Job Title:   Customer Service Executive, Kampala (Several Fresher Diploma Jobs)  

Organisation: Sun King

Duty Station: Kampala, Uganda

Languages: Luo, Lunyoro, Lumasaba, Lugbara, Samia, Japhadhola

About the Company:

Sun King designs, distributes, and finances the purchase of solar powered home energy solutions for the world’s 1.3 billion under-electrified consumers.  We are market leaders in the distributed off-grid solar industry, and our Sun King™ products have enabled 90 million people around the world to access clean, reliable, solar-powered light and energy at home.

Job Summary:   The Customer Service Executive at Sun King will promote and deliver high-quality, professional service to our customers. You will effectively and efficiently resolve queries, take ownership of issues until resolution, and achieve productivity performance standards set by the Customer Service Function.

Key Duties and Responsibilities:

Customer Education and Assistance:

• Offer comprehensive product and service education to customers efficiently and effectively.
• Handle customer queries with the utmost quality and professionalism.
• Provide timely assistance to the sales team in addressing prospective customer inquiries.
• Ensure customer information is accurately updated in the required tools as per standard operating procedures.

Query Management:

• Manage customer queries promptly to avoid long waiting times and high drop rates.
• Ensure all customer interactions are handled within standard handling times.
• Proactively listen and answer all queries efficiently while maintaining high service quality and standards.

Customer Relationship Management:

• Build and maintain good customer relationships, catering to a diverse customer base.
• Proactively contact dormant customers to resolve any pending issues.
• Help minimize defaults by reaching out to customers with delayed payments.
• Check customer satisfaction post-sale to increase customer retention.

Process Compliance and Improvement:

• Ensure process compliance and follow through on customer process recommendations.
• Report issues raised by customers that require immediate action or resolution by management.
• Initiate and implement corrective actions as needed to maintain an excellent standard of service and high customer satisfaction.

Performance and Reporting:

• Accomplish the customer service vision and mission by meeting key performance indicators set by the function.
• Gather and document information about the customer and the product via available systems.
• Be available to handle inbound and outbound traffic during both low and peak hours.

Qualifications, Skills and Experience:

• Hold a Bachelor’s Degree/Diploma in Social Science Studies or similar
• Possess basic knowledge of Excel spreadsheets and data entry skills
• Having experience in assisting customers is a plus
• Are open to working in a flexible and creative work environment with fast-evolving operations
• Have the ability to multitask while working under tight deadlines with close attention to detail
• Have the ability to remain professional and courteous with customers at all times
• Have excellent verbal and written communication skills – both in English and one of the native languages
• Can work in shifts