Customer Support Officer

WASSHA

JOB OPPORTUNITY: CUSTOMER SUPPORT OFFICER

Location: Lilongwe

Organization: WASSHA MALAWI

Division: OPERATIONS

Department: CUSTOMER SERVICE

Workstation: LILONGWE

Job Title: Customer Support Officer

Job Grade: ML3*

Reports to: Customer Support Leader

Direct Reports: N/A

JOB PURPOSE

The Customer Support Officer will serve as a vital link between customers/agents and WASSHA, interacting directly and through Marketing Representatives (MRs). This role aims to boost sales by understanding sales history, engaging with customers to drive sales, and promptly addressing or escalating customer issues to maintain high satisfaction levels. The Officer will also support MRs in the field to ensure they successfully complete assigned tasks contributing to sales.

KEY RESPONSIBILITIES

Functional Responsibilities: Interacting with Customers/Agents:

• Review agent sales history and analyze performance trends by regularly contacting agents or gathering information via MRs.


• Directly contribute to sales by clearly explaining WASSHA policies and encouraging agents towards increased sales targets.


• Educate agents and customers on company values and policies to foster better understanding and engagement.


• Handle incoming calls from agents/customers, providing troubleshooting and resolving customer-related issues.


• Report information gathered from customers to the immediate supervisor and management, and follow up to ensure resolution of reported queries.

Supporting Marketing Representatives:

• Provide support to Marketing Representatives (MRs) in the field by responding to their inquiries.


• Monitor the task completion status of assigned MRs, providing feedback on their progress and reminding them of required actions for successful daily task completion.


• Follow up with MRs throughout their workday on specific support tasks outlined in the CSO Manual.

Other Duties:

• Utilize systems such as the WASSHA Sales Dashboard, Google Maps, and MR task management tools to update agent sales history, issue commissions, and monitor MR progress.

MINIMUM REQUIREMENTS

Academic & Professional Qualifications:

• Bachelor's degree or equivalent in any field.

Experience:

• 2 years of experience. Experience in the Solar Energy, Mobile Money, or FMCG sectors is preferred.

WORKING RELATIONSHIPS

Internal Stakeholders:

• Regional Operations Leaders (ROLs)

External Stakeholders:

• Marketing Representatives


• Agents / End Users

COMPETENCIES

Technical:

• Proficiency in PC usage, including spreadsheets.


• General computer literacy.


• Understanding of customer service principles and practices.


• Basic computer skills, including typing and using spreadsheets.

Functional:

• Language proficiency: Standard English, Chichewa, and at least one other local language.

Behavioral:

• Strong problem-solving abilities.


• High level of integrity.


• Adherence to rules and policies, including maintaining confidentiality.


• Excellent verbal communication skills.


• Active listening skills.


• Ability to remain calm and polite when dealing with customer complaints.

Application Link:
https://forms.gle/ga3u18BagfPEfctt8

Application Deadline:
19th August 2026