Customer Support Agent- Mbale

What You’ll Do:

Conduct credit and collections outbound calls to customers to; verify and allocate payment details for accurate record keeping, clarify accounting and payment issues, provide reminders on upcoming payments, and share lists of accounts requiring follow-up with relevant sales personnel.

Customer Satisfaction: Conduct follow-ups within 7 days of a sale to appreciate customers, clarify the sales process, address product questions, and gauge satisfaction. There are also biannual follow-ups to understand future customer needs.

Customer Support/Returns: Serve as the first point of contact by assisting with product setup and usage, providing phone-based technical support, initiating and scheduling return or exchange processes, tracking return reasons, and coordinating reverse logistics for items to be returned to the supplier.

Compliance: performing spot checks on processes, implementation, and delivery, and validating Multi-Level Marketing (MLM) downstream sales and the activity of Group Leaders.

Conduct customer and market research to: gather insights on customer needs, potential products, and pricing; collect early feedback on new products; identify ideas for complementary products; understand preferred aspects of the selling process; and determine the reasons customers choose to buy from Bidhaa Sasa.

Data Analytics and Insights: to identify trends in product sales and seasonality, support forecast modelling, evaluate sales force effectiveness, compare performance across districts and sales personnel, identify best practices, and provide actionable insights to the Sales Manager for improving team performance.

Industries:Consumer Goods

Function: Others