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About the Organisation
Smart Applications International Uganda is a leading ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as “Smart” within the industry, the company was founded to provide innovative, secure, and high-tech solutions in Africa and beyond. The company remains at the forefront of the industry through constant research and innovation.
Customer Experience Executive job at Smart Applications International Uganda | Apply Now
Kampala, Uganda
Smart Applications International Ltd is a leading technology solutions provider with a mission to simplify access to healthcare and financial services through innovative smart card and biometric systems. Established in 2004, the company has grown steadily, earning a strong reputation across Africa for revolutionizing health insurance administration with secure, efficient, and user-friendly platforms. Known for its professionalism, integrity, and client-centric approach, Smart Applications fosters a collaborative and inclusive work culture that empowers employees through continuous learning, innovation, and impactful work.
The company offers a range of job opportunities across multiple African countries with flexible work arrangements, fostering both personal and professional growth. With operations in over 10 countries and serving millions of users, the company blends innovation with robust technology, enabling seamless healthcare access and data management. Driven by core values of innovation, integrity, accountability, and excellence, Smart Applications is also committed to giving back to the community through CSR initiatives focused on digital literacy, health awareness, and community development. For more information, visit their website at www.smartapplicationsgroup.com.
Are you looking for Customer Service jobs in Uganda 2025 today? then you might be interested in Customer Experience Executive job at Smart Applications International Uganda
Full Time
Deadline:
31 Mar 2025
Job Title
Customer Experience Executive job at Smart Applications International Uganda
Smart Applications International Uganda
Job Description
The Customer Experience Executive will handle customer inquiries, offering timely and professional support. This includes reducing the number of calls transferred by providing first-line resolution, collecting feedback, and enhancing customer satisfaction. The officer will monitor service quality, escalate system issues when necessary, and ensure an up-to-date database of customer and provider contacts. The role also involves conducting customer satisfaction surveys, maintaining communication with service providers, and ensuring timely responses on the 24/7 live chat app. The officer will also identify innovative solutions and implement improvements to enhance the overall customer experience.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Manage and resolve customer inquiries effectively and professionally.
Actively listen to stakeholders and follow up on inquiries via calls or emails.
Humanize the customer experience and create memorable interactions.
Provide first-line support, minimizing the number of calls transferred.
Maintain detailed status updates on customer requests and ensure follow-up until closure.
Provide relevant product and service information to customers.
Communicate and escalate system downtimes to service providers promptly.
Maintain up-to-date customer and provider contact information.
Collect feedback on system acceptance and service delivery.
Conduct random calls to assess service quality and enhance the brand experience.
Manage and provide timely responses for 24/7 live chat inquiries.
Share daily, weekly, and monthly call center analysis reports.
Prepare root cause analyses for any identified customer experience issues.
Record all calls in the call center system for tracking purposes.
Identify and implement innovative processes and solutions.
Offer exceptional brand experiences across all customer touchpoints.
Perform other support duties as assigned by the supervisor.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor’s degree or diploma, preferably in an ICT or service-related field.
Over 3 years of experience in a customer service or related role.
Effective communication skills, both oral and written.
A strong understanding of numbers for supporting analysis.
Excellent time-keeping skills.
Professionalism, honesty, and ethical service.
Confidence and high self-esteem.
Analytical and detail-oriented with strong problem-solving skills.
Empathetic, welcoming, polite, and cheerful demeanor.
Self-driven with the ability to work quickly and efficiently.
Reliable, flexible, and cooperative.
