Customer Service Assistant – Sales at SPOUTS of Water Rwanda Ltd: (Deadline 8 January 2023)

Customer Service Assistant – Sales

SPOUTS of Water Rwanda Ltd.

Who we are

SPOUTS of Water Rwanda LTD is a for-profit social business that manufactures and sells the Purifaaya™ ceramic water filters and distributes rocket stove technology. SPOUTS was created in Uganda in 2014 with the simple idea that ceramic water filters could be made and sold locally, providing an amazingly effective product through a sustainable business model. SPOUTS is currently the largest ceramic water filter manufacturer in Africa.

Since SPOUTS sold its first Purifaaya in 2015, it has distributed 130,000+ filters to East Africa providing over 650,000 end-users with long-term access to safe drinking water. SPOUTS is a rapidly-growing organization with over 500 employees across Uganda and Rwanda. The next step is to expand its operations throughout East, West and Southern Africa.

Role description

The Customer Service Assistant – Sales initiates and maintains contacts, phoning potential customers, identifying customer needs, providing solutions to customer complaints, and identifying ways to ensure a delightful customer experience at all stages of customer engagement with SPOUTS.

Duties and Responsibilities:

1. Contribute to maintaining the system for recording anticipated customer revenue and identifying when customers have defaulted on their payments
   1. Ensure accurate and timely data entry to support reliable reporting for business processes
   2. Contribute to the maintenance of effective administrative systems to ensure accurate sales and payment records are readily available
   3. Review revenue received to highlight when customer follow-up is required
   4. Liaise with the finance team to make sure the data is accurate and resolve any allocation issues
2. Follow procedures to ensure timely follow-up with customers to maximize revenue received through payment instalments
   1. Prioritize customer contacts to collect overdue payments and encourage timely payment of instalments
   2. Make direct contact with customers to notify them of overdue payments and secure outstanding revenue
   3. Ensure that all issues are actioned and resolved
3. Demonstrate corporate responsibility
   1. Always in a manner consistent with SPOUTS’ values
   2. Comply with the SPOUTS standards of conduct and all applicable policies and legislation

Qualifications and Experience:

• Proven experience of 1 year in a customer service role or role related to relationship management, debt recovery or loan administration
• Experience in a call centre is preferred
• A Bachelor’s Degree in a relevant field is preferred
• Fluency in spoken and written Kinyarwanda and English language skills
• Ability to follow guidelines and procedures
• Ability to respond to customer queries in a timely and effective manner via phone, email and social media
• Ability to gather and document customer information, payment methods, purchases and reactions to products
• Attention to detail and data accuracy
• Well-developed communication and listening skills
• Capacity to be adaptable based on customer information and feedback to ensure that issues are effectively resolved
• Commitment to achieving customer service performance & sales targets
• Proven ability to coordinate processes and prioritize workload in a busy environment
• Experience using Microsoft Word, Excel and databases, preferably in a work environment

Interested in applying for this role?

We will review applications on a rolling basis, so please apply as soon as possible. Due to the volume of applications, we may not be able to respond to every individual application we receive. If you do not receive an invitation for an interview from us within 3 weeks of applying, please consider your application unsuccessful.