Admin Jobs – Customer Care and Communications Officer at Heavenly Cakes

Organization: Heavenly Cakes
Reports to: Head of
Communication, PR and Marketing
Duty Station: Kampala,
About US:
Heavenly Cakes
Ltd specializes in specialty cakes, wedding cakes, cupcakes, pastries and desserts.
Job Summary: The Customer Care
and Communications Officer will be responsible for ensuring the all clients and
visitors to Heavenly cakes are well received and given the attention they
require; and that all communication and documents passing through the front
office are appropriately handled. The incumbent will also provide and promote a
professional, high quality, front line customer focused telephone service to
all callers and clients on social media. He/she shall deliver a service to meet
the individual needs of all customers and wherever possible resolving enquiries
at first point of contact.
Key Duties and Responsibilities:  
The Customer Care and Communications Officer will
serve as the first point of contact for all callers to the Customer Service
Centre and ensure that a high quality of service is delivered at all times.
The job holder will have full knowledge and ability
to help process customer enquiries/orders and accurately maintain all records
in a timely critical environment including translation services to help meet
the individual needs of Heavenly cakes customers.
Manage all Heavenly cakes social media sites
efficiently and effectively
Identify customer needs, and utilize appropriate
questioning and listening skills to identify and offer appropriate solutions
and ensure that customers are advised of alternative communication methods
including SMS, WhatsApp, Facebook, twitter and email facilities.
Make arrangements for the safe custody and proper
usage of all front desk equipment; keep a safe and healthy environment in the
reception area.
Expeditiously follow approved procedures when
transferring a call to another member of staff or for specialist advice.
Perform all administrative tasks and any necessary
follow-up work relating to Customer Service.
Develop commitment to equal opportunities and to
promote nondiscriminatory practices in all aspects of work undertaken.
Maintain front desk records, prepare and submit
weekly reports on the activities of the Front Desk
Perform any other duties that may reasonably be
commensurate with the level of this post by the Head of Communication, PR and
Qualifications, Skills and Experience:  
The ideal candidate for the Customer care and public
relations officer vacancy should preferably hold a Bachelor’s degree with
honours in Communication Studies, Development Studies, Secretarial Studies,
Business Administration, public administration, diplomacy, Social Sciences,
Liberal Arts or other related area.
At least three years’ of related experience in the
area of customer care, communications, PR, Protocol in a reputable
Possession of a Certificate in Customer Care   
Excellent computer skills including internet and social
Excellent communication skills that enable
information flow, rendering of help and provision of advice to customers
Listening skills that enable them to understand exactly
what customers require;
Confidence, patience, politeness, tact and diplomacy
when dealing with difficult situations;
Creative thinking that enables them to come up with
new ideas aimed at improving customer service standards;
Possess organizational skills, prioritizing requests
and department activities while managing interruptions and attending to details
to complete tasks within deadlines
Good personal presentation/appearance, especially when
working with customers face to face; and
Show commitment to improving your own customer
service skills on an ongoing basis.
Demonstrated ability to work well under pressure;
Good language abilities in English and Luganda, Swahili
How to Apply: 
All suitably
qualified and interested candidates should send their applications together
Attached copies of all academic qualifications (transcripts
and certificates);
Detailed CVs and mobile telephone numbers;
Three work references and or/academic references;
Send the
complete applications via soft copy only to and
address them to;
The Recruitment
Heavenly Cakes,
P.O. Box 5259,
Deadline: 20th November, 2015 by 5:00 PM

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