Job Title:  Customer Support Representative

Organisation: Fido Uganda

Duty Station:  Kampala, Uganda

About US:

Fido Uganda is an African-based Fintech Company. Fido empowers individuals and entrepreneurs to take advantage of opportunities in Africa. We have been operating in Ghana since 2015, disbursing about 3 million credit facilities. Built on advanced technology that enables fast, easy access to financial services, our independent financial platform and unique machine-learning risk models make instant credit decisions – even for customers with no financial track record.

Key Duties and Responsibilities:

• • Manage large numbers of inbound and outbound calls in a timely manner.
  • Respond appropriately to customers’ emails and calls.
  • Follow communication “scripts” when handling different topics.
  • Identify customers’ needs, clarify information, investigate and provide relevant solutions.
  • Seize opportunities to upsell the company’s product when they arise.
  • Build sustainable relationships and engage customers by going the extra mile.
  • Keep records of all conversations in our call center database in a comprehensible way.
  • Meet personal/team qualitative and quantitative targets.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Guide customers through troubleshooting and using products or services.
  • Manage and train other members of your team to improve customer service.
  • Diligently perform other official tasks assigned to you.

• Bachelor’s degree.
• At least 3 years of experience in a CSR position, ideally from fintech, financial services or telecom sectors.
• Experience as a team leader will be an advantage.
• Proficient in Microsoft Office applications.
• Experience working with help-desk management tools (Zendesk, Freshdesk, etc.) – an advantage.
• Strong written and verbal communication and strong active listening skills.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Ability to work in a fast-paced environment.
• Unquestionable integrity in handling sensitive and confidential information.
• Comfortable working during the weekend.