Customer Service Manager Job at Pride Microfinance Limited

Job Title: Customer Service Manager
Reporting to: Senior Manager – Delivery Channels
About Pride:
Pride Microfinance Limited (MDI) (Pride) is the leading Microfinance Deposit Taking Institution in Uganda with 30 networked branches countrywide and an equal opportunity employer, regulated by Bank of Uganda under the MDI Act, 2003. Pride is now looking for a mature experienced individual to fill the position of Customer Service Manager.
The Customer Service Manager will report to the Senior Manager – Delivery Channels and will be responsible for maintaining customer satisfaction by providing customer centric solutions and ensuring adherence to service delivery standards in Pride.
Duties & Responsibilities will include:-
  • Develop and implement a customer service improvement strategy.
  • Develop and champion the implementation of service delivery standards and customer care in daily operations.
  • Develop and update the customer service manual.
  • Take a lead in instituting a customer centric business style and culture in Pride’s operations.
  • Institute a feedback mechanism for clients.
  • Investigate customers’ problems / complaints in a timely manner and provide appropriate solutions.
  • Keep up to date with the changes in the products and services in Pride.
  • Participate in training of staff to deliver high standards in customer service.
  • Participate in leading, coordinating and supervising a team of customer service staff in the entire network.
  • Conduct branch visits and ensure implementation of customer service and service delivery solutions.
  • Prepare and analyze periodical customer complaint reports in accordance with Pride’s service Level standards and policies, suggest system improvements and ensure that solutions are implemented.
  • Conduct quarterly Customer Care surveys and audits.
  • Perform any other duties as maybe assigned.
Qualifications, Skills and Experience:
  • Should possess a Bachelors degree in Business Administration or Management related field from a recognized institution.
  • 4 years experience in the service industry or related field.
  • A Master’s degree will be an added advantage.
  • The ideal candidate should have excellent communication skills, both verbal and written.
  • Should possess the ability to coach, train and motivate team members and also provide fair and open feedback.
  • Should be polite, tactful with a friendly attitude and excellent people skills.
How to apply:
If you believe you meet our requirements’,-have the necessary skills and experience, you desire to succeed and make a difference, then apply indicating your current salary, salary expectation and attach a detailed CV, copies of academic transcripts and professional certificates, postal address, names of 3 referees and a daytime telephone contacts to the HEAD, HUMAN CAPITAL MANAGEMENT, using the address below so as to reach not later than 9th November 2012. Applications received after the closing date will not be considered. Only shortlisted candidates will be contacted.

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