Internship Opportunities

Customer Support Representative Intern

Kawallet – Success program intern, customer experience representative!

From the beginning, Kawallet set out to be a different kind of company. One that is not only celebrated fintech and edtech, but that also brought a feeling of connection & teamwork. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

Are you always learning, imagining what’s next and seeking ways to drive meaningful change? Do you have a drive to create a new and better experience for customers? The Customer Experience team is looking for an Undergraduate Intern to help accelerate our customer engagement & retention! Our team lives in a fast-paced, high-impact environment where creativity, strategy, technology, and business management intersect. We create experiences that span the digital and physical to ensure that every customer’s perfect Kawallet order is one tap, gesture, or simple phrase away.

Minimum Requirements

• Bachelor's Degree in Community or Industrial psychology or related field.
• 1+ years’ experience in product innovation, ideally with experience working with customer insights and tracking ideas from concept to launch
• 1+ years in project management in a cross-functional environment.
• Basic understanding of Agile practices.
• Basic understanding of Human Centered Design.
• Strong report writing skills and communication skills.
• Excellent team leadership, interpersonal and collaboration skills.
• Prior experience with technology products strongly preferred.
• ICT knowledge is an added advantage.
• Ability to work full time.
• Emphasis in Marketing, Business Administration/Management or Communications preferred.

Responsibilities for Customer Support Representative Intern (1 positions)

Core

• Maintaining a positive, empathetic, compassionate and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Exercising patience with customers and following up on all customer issues until they are fully resolved.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Always entering accurate and honest information into the Kawallet data systems.
• Capturing data of high quality that can be used to better serve our customers.
• Making courtesy calls to Kawallet customers as may be required.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Meeting customers to sell key holders, listen and respond to their feedback.
• Ensure customer satisfaction and provide professional customer support.

General

• Attending all remote and physical meetings when called upon except for situations when you are not in a good health condition, or due to unavoidable conditions. In this case prior notice to the team leader will be required.
• Travel with the team when called upon to visit and engage with students and parents during school events like visitations, PTAs, activation, or sales promotional days.
• Take part in all Kawallet related activities taking place at our offices in Bukoto (Plot 6 – 10 Kiwana rd) and or at Resilient Africa Network (plot 28 upper kololo terrace) when called upon. These may include but not limited to generation & validation of account numbers, generation of qr-codes for key holders, testing key holders, assembly of key holders & reassembly of faulty key holders, cleaning and packaging all key holders, system education, interacting with parents, brainstorming new ideas and developing mock-ups.
• Travelling around Kampala to purchase required items, physically or remotely meet service providers and or producers on behalf of the company.
• Making courtesy mobile phone calls to teammates and some clients as may be required.
• Engaging with our producers and or service providers when called upon and treating them with maximum respect and dignity.

Product Knowledge

• Learn all product/service details, specifications, prices, and capabilities as they regularly change, so as to always be equipped with the most up-to-date product information.
• Always provide accurate product information to our partners, teammates.
• By the end of this training period, you should demonstrate the ability to diagnose and resolve technical and non-technical issues with Kawallet application and other accessories.
• Take initiative to continuously improve your product/service knowledge and soft customer service skills to better serve our customers from time to time.

Administrative

• Support in always building a conducive environment for all your team members both at office, field or remotely.
• Escalate unresolved issues or questions to your team leader.
• Any other duties as may be assigned from time to time.

Working Hours

Both official and field work hours for the Kawallet team members are based on business requirements and weekends and evening hours may be required. As an intern, you will be required to be available for a minimum of 6 hours each day as will be indicated on your schedule in your offer letter. Due to the global COVID-19 pandemic, some of the training workshops will be conducted online.

Internship period

Your internship period will start immediately when the position is filled and run for a probational period of 1 month with an additional 2 months upon review of your performance. Upon completion of your internship, a permanent offer may be made to you after evaluation of your contribution during your involvement with Kawallet should you wish to stay.

Stipend

There is a monthly stipend of UGX 350,000 if you hit all your KPIs as indicated in your contract. We award bonus allowances to exceptional interns who go above and beyond in hitting their daily KPIs. No overtime will be paid to any kawallet team member unless prior written request is given by KAWALLET to engage you outside normal working hours.

Application

Send your CV & cover letter to kawalletafrica@gmail.com, CC:talent@kawalletug.com not later than 2.00pm EAT, 30th March 2024