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Customer Experience Manager Employment Opportunity – NFT Consult Ltd
Job Title: Customer Experience Manager
Organisation: NFT Consult Ltd
Duty Station: Kampala, Uganda
About US:
NFT Consult Ltd is a business process outsourcing firm with offices in Uganda, South Africa, Kenya, Botswana Rwanda, Tanzania, Zambia, Burundi and South Sudan.
Client Brief:
Founded in 2012, Our client’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. They do this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world’s 570 million smallholder farming households. Over the last 5 years, the company has grown significantly and now has employed 100+ people around the world.
Job Summary: This is a highly rewarding role for a proven customer service executive who is excited to create and shape a call center department from the ground up. Someone who is an analytical problem solver with an ability to see the “big picture” and make improvements. It also offers the candidate the opportunity to be a part of the broader leadership discussion helping SunCulture make their mark upon the lives of farmers.
Key Duties and Responsibilities:
- Determining operational strategies to deliver exceptional customer service while enhancing overall efficiency by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Developing call center systems capable of capturing real-time data that facilitates the analysis and synthesis of insights
- Supervising and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
- Hiring, training, mentoring and monitoring the performance of call center personnel in order to ensure top performance.
- Ensuring Net Promoter Score (NPS) is high through the delivery of top notch service
- Identifying problems and taking an evidence-based approach to support solutions.
- Reporting insights weekly to upper management. This also involves escalating and managing red flags and risks
- Liaising cross departmentally to provide operational support
- Collaborating within a hard-working and familial work environment.
Qualifications, Skills and Experience:
- Minimum of 3 – 5 years Supervisory/Managerial experience in a Customer Service Call Center or a similar position with a focus on customer experience
- Excellent communications skills (verbal & written).
- Great customer service skills capable of resolving customer service issues in a timely and efficient manner.
- Self-starter and resourceful professional with strong problem solving skills.
- Leader capable or training and coaching teams on how to improve customer experience.
- KPI driven Individual capable of meeting and exceeding personal and team targets.
- Advanced computer knowledge & skills including Microsoft Office and proficiency in call center equipment/software programs.
- Efficient typing and writing skills.
- Strong organizational and analytical skills and with keen attention to detail.
- Must be able to work flexible hours and days, including weekends.
How to Apply:
All suitably qualified and interested candidates should apply online through the NFT jobs portal.
Deadline: 18th March 2024
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