This role is looking for individuals who are client focused, energetic, friendly people, who
share our passion for innovation and technology to join our team.

Roles and Duties
• In this role, you will undertake the following tasks:
• Handle all incoming customer communication from Copia Agents & Customers
• through phone, SMS, ticketing system {Freshdesk}, web chat and emails.
• Update Agents & Customers on delayed deliveries/and or non-deliveries with clear
• timelines on expected delivery timelines.
• Identify reasons behind service breakdowns during the customer journey {returns,
• agent unavailability, order cancellations} and attempt service recovery by calling
• affected Agents and Customers and offering proactive solutions.
• Escalate tickets within the organization through Freshdesk if they cannot be solved
• immediately.
• Regular calls to New Customers to get feedback as well as carry out product education.
• Make calls to potential customers to locate a Copia Agent nearest to them.
• Follow ups on Agent & Customer issues and ensuring timely feedback to all
• concerned parties on progress and resolution.
• Any other duties as may be given by your supervisor or Manager.

Qualifications
• Bachelor’s degree from an accredited college or university.
• Previous experience as a Telecom/Banking customer care associate/agent, marketing
• associate.
• Good data entry and typing skills.
• Ability to clearly communicate in English and Luganda.
• Ability to work in a fast-paced environment and in shifts including evening and
• weekend.
• Superior computer skills, including strong knowledge of Excel, Word and PowerPoint.
• Display exceptional interpersonal and active-listening skills as well as the ability to
• prioritize issues and respond accordingly.
• Commitment to Customer Experience.

Competence
• Customer-obsessed – You put the customer first in everything you do and are
• obsessed with creating a positive customer experience.
• Results oriented – You deliver results – end of story. You know what is needed and
• you make it happen.
• Fast paced – You have a sense of urgency and quickly move things forward. You
• know how to hustle.
• A team player – You proactively contribute to the team and always work well with
• others.
• Positive and fun – You are a joy to work with and you take learnings from everything