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Customer Service Manager Job Vacancy at Afrimax
Organization: Afrimax Uganda
Limited
Limited
Duty Station:
Kampala, Uganda
Kampala, Uganda
Reports to: Chief Commercial Officer
Job Summary: The Customer Service Manager will build and
manage a team of customer-centric staff who will ensure all the customer touch
points consistently provide our customers with a great service and positive
experience. Attitude and personality are key and these will be evident in your
achievements to date, whether that is in the telecoms industry or elsewhere.
manage a team of customer-centric staff who will ensure all the customer touch
points consistently provide our customers with a great service and positive
experience. Attitude and personality are key and these will be evident in your
achievements to date, whether that is in the telecoms industry or elsewhere.
Key Duties and Responsibilities:
- Draft all the
department’s processes and procedures; update on an ongoing basis - Recruit and
train the front line staff - Put in place
ongoing training and development programme for all customer facing staff - Manage shift and
roster schedules to maximize staff efficiency and service availability to
customers - Implement and
manage contact centre, including IVR menu’s - Draft and
continually update the FAQ section of the customer web portal - Monitor inbound
call and customer contact quality - Prepare regular
departmental KPI reports and highlight action plan for addressing
weaknesses, if any - Communicate
customer issues that affect other departments as soon as they are
identified by Customer - Service agents
from their interactions with customers - Identify and recommend
operational improvements to enhance quality of service and productivity,
including new media
Qualifications, Skills and Experience:
- The applicant
should possess a Bachelor’s
Degree in a relevant field - At least five years
experience in managing and/or supervising a Customer Service department or
call centre - Excellent
people-management, motivation and team building skills - Proficiency in
CRM systems and IVRs - Willingness to
work long hours at times when the job requires it. - Ability to work
both hands on and at a high strategic level - Good written and
oral English language skills
How to Apply:
All
suitably qualified candidates should visit the web link below and create a
profile on the NFT Consult website by entering their e-mail addresses.
suitably qualified candidates should visit the web link below and create a
profile on the NFT Consult website by entering their e-mail addresses.
NB: Only applications
prepared in English and submitted in either MS Word or PDF format will be
considered. Application must include current salary package and date of birth.
prepared in English and submitted in either MS Word or PDF format will be
considered. Application must include current salary package and date of birth.
Please
visit web link below and click Apply now if convinced you have the job
requirements
visit web link below and click Apply now if convinced you have the job
requirements
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