Customer Service Lead NGO Job Careers – World Vision International

Organisation: World
Vision International
Duty Station: 
Kampala, Uganda
Reports to:
ICT Manager
About US:
World Vision Uganda
is a Christian Relief, Development and Advocacy Non-Government Organization
dedicated to working with children, families and communities to overcome
poverty and injustice. We currently work in over 41 districts in Uganda. World
Vision is committed to the protection of children and we will not employ people
whose background is not suitable for working with children. All employment is
conditioned upon the successful completion of all applicable background checks,
including criminal record checks where possible. “Our Vision for every child,
Life in all its fullness. Our prayer for every Heart, the will to make it so.”
Job Summary:  The Customer Service Lead will provide
leadership and technical guidance on Customer Service Support for efficient
operation of client end digital services and tools that impact achievement of
World Vision Uganda’s child well-being aspirations in line with Our Promise
Key Duties and Responsibilities: 
  • Manage Performance of Customer Support analysts in line with People
    & Culture processes.
  • Manage the World Vision Uganda Customer Service queue (In Service
    Now) in line with Customer Service standards.
  • Manage Customer Service (End User) improvement projects in line with
    project management best practices
  • Facilitate the development and scheduling of customer improvement
    surveys in line with the ICT Annual Operating plan.
  • Facilitate the development and Manage customer training programs on
    utilization of core business services and tools.
  • Manage ICT inventory (software and hardware) in line with World
    Vision policies and guidelines.
  • Manage Customer support communications in line with communication
    policies and guidelines.

Qualifications, Skills and Experience: 
  • The applicant for the World Vision Customer Service Lead job
    placement should preferably hold a Bachelor’s Degree in Computer Science,
    Information Systems, or other related field. Or equivalent work
  • Five years of relevant technical and business work experience.
  • At least 3 years of experience in an ICT leadership position.
  • ITIL Training/or Certification
  • Excellent Communication and Interpersonal skills.
  • Project Management skills
  • Capacity building/Facilitation skills
  • Leadership skills
  • Customer care skills
  • Analytical skills
How to Apply:
All suitably
qualified candidates are encouraged to apply online by visiting World Vision
International’s e-recruitment jobs portal at the web link below.
Please follow
instructions on How to Create Account and Profile at World Vision’s
e-recruitment portal.  Qualified female candidates are particularly
encouraged to apply.
Deadline: 7th January 2019
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