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Kampala, Uganda

Full-time

Deadline: 

November 12, 2023 at 2:00:00 PM

About the Organisation

Fido is a Canadian mobile network operator owned by Rogers Communications. Since its acquisition by Rogers in 2004, it has operated as a Mobile virtual network operator using the Rogers Wireless network. Fido's logo is a yellow doghouse.

Job Title

Customer Support Team Leader - Maternity leave cover job at Fido

Job Description

Manage large numbers of inbound and outbound calls in a timely manner.

Duties and Responsibilities

What you will do

  • 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.

Qualifications and Competencies

Who you are

  • Bachelor’s degree.

  • At least 2 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.


How to Apply

APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.

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