Job Title:   Customer Service Officer (Fresher Jobs)

Organisation: EBC

Duty Station: Kampala, Uganda

About the Company:

“EBC” is the umbrella brand under which a consortium of dedicated in-house, virtual, associate Professionals & independent identical firms, with both local & International Experience come together to provide end to end Quality Advisory, Consulting & Outsourcing Services.

Job Summary: The Customer Service Officer is responsible for guiding customers through their buying journey, ensuring  accurate order processing,  building  customer loyalty and satisfaction also plays the role of gathering customer feedback in the organization.

Key Duties and Responsibilities:

Customer Engagement:

• Greet customers warmly and build rapport through friendly conversation.
• Actively listen to customer needs and preferences to understand their requirements.
• Create a comfortable and welcoming atmosphere for a positive shopping experience.
• Capture customer information (KYC) accurately for new customers.

Product Knowledge & Demonstrations:

• Maintain in-depth knowledge of Gadget Craze products and their features.
• Confidently demonstrate product functionalities relevant to customer needs.
• Answer customer questions clearly and accurately, focusing on benefits and value.

Personalized Recommendations:

• Offer personalized product recommendations based on budget, tech skills, and intended use.
• Explain the advantages of suggested products and how they address customer needs.
• Avoid pressuring customers and offer alternative options if needed.

Order Processing & Payment:

• Utilize the POS system accurately to enter product details, quantities, and prices.
• Guide customers towards the cashier/billing team for cashless payment process.
• Explain accepted payment methods (credit/debit cards, mobile money, cash) and any applicable fees.
• Confirm order details with customers and provide receipts.
• Process credit sales where payment is received on delivery.

Customer Service & Loyalty:

• Check in returned merchandise according to company policy and document any issues.
• Obtain approval for refunds/replacements from the Administrator and send items to the Stores/Inventory team.
• Upsell and cross-sell  complementary  products  that  enhance  the  customer experience, focusing on added value.
• Encourage feedback through surveys, forms, or conversations and actively address any concerns.
• Share positive feedback with the team and use it for continuous improvement.

Professionalism & Compliance:

• Maintain a professional appearance according to company dress code guidelines.
• Be positive, helpful, and avoid negativity or unprofessional conduct.
• Aid colleagues and prioritize customer and staff safety in emergencies.
• Follow established security procedures, data privacy regulations, and attend training sessions regularly.

• Minimum of bachelor’s degree in any field.
• Minimum of one to two (1-2) years working experience in online customer service or sales.
• Experience in e-commerce is preferred

Specific Skills

• Strong communication and interpersonal skills.
• Excellent customer service orientation.
• Proficiency in English and Luganda, an additional language is a plus.
• Basic computer literacy and knowledge of POS systems preferred.
• Strong product knowledge and ability to learn quickly.
• Ability to work independently and as part of a team.

Interested candidates can send their resumes to cv@welcometoebc.com mentioning “Job Title” in the subject line.