Duties and Responsibilities
Assist our client’s community and help resolve inquiries empathetically, accurately and on time
Become and remain knowledgeable about the client’s products and community standards
Make well balanced decisions and personally driven to be an effective advocate for our community
Investigate and resolve issues that are reported on client platform such as requests for account support and reports of potentially abusive content
Respond to user inquiries with high quality, speed, empathy and accuracy
Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
Enforce client’s Terms of Use by carefully monitoring reports of abuse on the site
Review the reported content within agreed turnaround times and standards of quality
Identify inefficiencies in workflows and suggest solutions
Recognize trends and patterns, and escalate issues outside the company policy to the global team
Qualifications and Experience
Between 18-28 years
Must speak English and Luganda.
Must come from a low-income community
High school education mandatory. College education an advantage
Must be currently unemployed or working as a casual
Must possess strong interpersonal skills, verbal and written communication skills and most importantly empathy
High affinity and cultural awareness of political/social situation regarding the relevant market/region
