Background information about the job or company (e.g., role context, company overview)

WASSHA MalawiMalawi business directory

Responsibilities or duties

Customer Support Office will act as a link between the customers/agents and WASSHA through direct communication and through WASSHA’s Marketing Representatives (MRs).

They will contribute to the sales of customers/agents in charge by understanding sales history, interacting with customers in order to increase sales, as well as timely address and/or report customer issues in order to maintain customer satisfaction.

Support the Marketing representatives in the field to complete tasks which are assigned to them so that they can contribute to the sales.

MAIN RESPONSIBILITIES OF THE JOB

A) Managerial Responsibilities:

N/A

B) Functional Responsibilities: Interacting with the Customers/Agents

• Checking the agent’s sales history and the reason behind it by regularly calling up the agents and/or gathering information through the MRs.
• Contribute directly to the sales by explaining WASSHA policies to the agent/customer and convincing the agent for higher sales.
• Explain the company’s values and policies to improve agent/customer understanding
• Receive incoming calls from agents/customers and troubleshooting to solve any customer related issues.
• Report information gathered from customers to immediate supervisor and sometimes the management and follow up to ensure and take responsibility that the reported queries are resolved.

Supporting Marketing Representatives

• Supporting Marketing Representatives (MR) working in the field by responding to any queries they have.
• Checking task completion status of MRs assigned and notifying them of their progress and constantly reminding them of any required actions so as to successfully complete the daily assigned tasks.
• Following through with the MR until their day ends, on other specific supporting tasks defined in the CSO Manual.

Others

• Navigating through systems such as the WASSHA Sales Dashboard, google maps, MR task management tools in order to: update agent’s sales history, issue commissions to agents, monitor the MR’s progress.

Qualifications or requirements (e.g., education, skills)

A) Minimum level of academic and professional qualification required to perform effectively in the role:

Bachelor’s degree or equivalent in any field

B) Minimum level of experience required to perform effectively in the role:

2 years, preferably in the Solar Energy, Mobile Money or FMCG sectors

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

WORKING RELATIONSHIPS

A) Internal customers:

ROLs

B) External customers:

• Marketing representatives
• Agents / end users

COMPETENCIES

A) Technical

• PC skill (spreadsheets)
• Computer literacy
• Knowledge of customer service principles and practices.
• Basic computer skills including typing and using spreadsheets

B) Functional

Language

• Standard: English, Chichewa and another local languages

C) Behavioural

• Problem solving
• Integrity
• Following rules and policies (such as keeping confidential information)
• Excellent verbal communication skills
• Ability to listen to the customers.
• Remain calm and polite when customers complain or yell at you over the phone

• Checking the agent’s sales history and the reason behind it by regularly calling up the agents and/or gathering information through the MRs.
• Contribute directly to the sales by explaining WASSHA policies to the agent/customer and convincing the agent for higher sales.
• Explain the company’s values and policies to improve agent/customer understanding
• Receive incoming calls from agents/customers and troubleshooting to solve any customer related issues.
• Report information gathered from customers to immediate supervisor and sometimes the management and follow up to ensure and take responsibility that the reported queries are resolved.
• Supporting Marketing Representatives (MR) working in the field by responding to any queries they have.
• Checking task completion status of MRs assigned and notifying them of their progress and constantly reminding them of any required actions so as to successfully complete the daily assigned tasks.
• Following through with the MR until their day ends, on other specific supporting tasks defined in the CSO Manual.
• Navigating through systems such as the WASSHA Sales Dashboard, google maps, MR task management tools in order to: update agent’s sales history, issue commissions to agents, monitor the MR’s progress.

• PC skill (spreadsheets)
• Computer literacy
• Knowledge of customer service principles and practices.
• Basic computer skills including typing and using spreadsheets
• Problem solving
• Integrity
• Following rules and policies (such as keeping confidential information)
• Excellent verbal communication skills
• Ability to listen to the customers.
• Remain calm and polite when customers complain or yell at you over the phone

• Bachelor’s degree or equivalent in any field