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Job Description
WASSHA JOB DESCRIPTION – Customer Service Officer
| 1. JOB INFORMATION | |
| Organization: | Division: |
| WASSHA INC Tanzania Branch | Operation |
| Department: | Workstation: |
| Customer Service | Dar es salaam |
| Job Title: | APPLICATION DEADLINE |
| Customer Service Officer | 17TH June, 2022 |
| Reports to: | Application through |
| Customer Service Assistant Team Leader | [email protected] |
| 2. COMPANY OVERVIEW | |
| WASSHA Inc is a Japanese company incorporated in 2013 to deliver electrical power to
people in off-grid areas. We use the “Mobile Money” technology in Africa to sell electricity to the electrified areas. The company aims to improve the lives of people in Africa by enabling a lifestyle with access to reliable electricity and power and other information and services. WASSHA believes that through its services it can unlock humankind’s potential and create other advancements in the medical, educational, industrial, and agricultural fields. WASSHA is committed to supporting internationally recognized human rights activities and initiatives. We believe that long-term business success can only be achieved if human rights are protected. Our Human Rights Policy statement sets out the fundamental principles to ensure we do not engage in activities that directly or indirectly violate human rights. This policy is applicable to WASSHA inc. and its subsidiaries across Africa |
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| 3. JOB PURPOSE | |
| Acting as a liaison between customers and WASSHA INC by processing and provide information in conjunction with responding to inquiries, concerns, complaints, and requests about products and services (new and existing)
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| 4. MAIN RESPONSIBILITIES OF THE JOB | |
| Managerial Responsibilities:
● N/A
Functional Responsibilities: ● Directly deal with customers via phone, email, or social media ● Handle and resolve customer complaints ● Advise customers on company’s products and services information ● Closely work with call centre leadership and Marketing team to ensure proper customer service is being delivered to customers ● Keep record details of inquiries, comments, complaints, and customer interactions ● Escalate critical inquiries, complaints, and unresolved issues to designated resources ● Follow and adhere to call centre guidelines including login compliance, proper call handling procedures. ● Check the marketing officer’s tasks completion status and report on abnormalities ● Any other assigned duties
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| 5. MINIMUM REQUIREMENT | |
| A) A minimum level of academic and professional qualification required to perform effectively in the role:
● Diploma in Customer care management, sales, and marketing, business administration, or relevant field B) A minimum level of experience required to perform effectively in the role:
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| 6. WORKING RELATIONSHIPS | |
| A) Internal customers:
● Marketing Officers in assigned to the same region
B) External customers: ● Agents in the assigned region for outbound and inbound for all regions ● End users/Customers ● Non-users
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| 7. COMPETENCIES | |
| A) Technical
● N/A
B) Functional ● Customer Service Oriented ● Strong communication skills ● Computer literacy and office suite knowledge like Excel, Spreadsheet, etc ● Problem and solving ● Retention & persuasive skills ● Product knowledge ● Excellent team player C) Behavioural ● Flexibility and adaptability ● Accountable |
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