Organisation: MultiChoice
Uganda Limited
Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Operations Manager
About US:
MultiChoice is a proven market leader in the provision of subscriber
management services for Pay TV options such as DSTV and GOTV. MultiChoice
Uganda Limited has succeeded in making world class Pay TV services easily
accessible at affordable prices to a wide cross section of TV audiences.
management services for Pay TV options such as DSTV and GOTV. MultiChoice
Uganda Limited has succeeded in making world class Pay TV services easily
accessible at affordable prices to a wide cross section of TV audiences.
Key Duties and Responsibilities:
·
Ensure that standardized services across all SMA
touch points in line with MCU customer service standards
Ensure that standardized services across all SMA
touch points in line with MCU customer service standards
·
Provide technical oversight of cash collection and
reconciliation procedures adherence
Provide technical oversight of cash collection and
reconciliation procedures adherence
·
Ensure operational activities are executed
efficiently and timeously
Ensure operational activities are executed
efficiently and timeously
·
Offers hands-on support and lead the team towards
achievement of individual performance goals and department objectives.
Offers hands-on support and lead the team towards
achievement of individual performance goals and department objectives.
·
Proactively solve problems and provide timely
resolution to ensure minimal impact to customer and employee satisfaction.
Proactively solve problems and provide timely
resolution to ensure minimal impact to customer and employee satisfaction.
·
Identify the most appropriate course of action for
problem resolution and effectively communicate plans to those impacted.
Identify the most appropriate course of action for
problem resolution and effectively communicate plans to those impacted.
·
Manage escalations from the supervisory team
Manage escalations from the supervisory team
·
The incumbent will schedule coaching sessions on
customer service and quality on a quarterly basis
The incumbent will schedule coaching sessions on
customer service and quality on a quarterly basis
·
Ensure operational activities are executed efficiently
and timeously
Ensure operational activities are executed efficiently
and timeously
·
Ensure optimal staffing, resource planning and
availability
Ensure optimal staffing, resource planning and
availability
·
The incumbent will support the supervisory team in
attaining the agreed service level objective and quality through real time
monitoring of agent performance
The incumbent will support the supervisory team in
attaining the agreed service level objective and quality through real time
monitoring of agent performance
Qualifications, Skills and
Experience:
Experience:
·
The applicant should hold a Bachelor’s degree in a
business related field
The applicant should hold a Bachelor’s degree in a
business related field
·
A minimum of four years’ customer service working
experience at supervisory level in a dynamic service company
A minimum of four years’ customer service working
experience at supervisory level in a dynamic service company
·
Excellent computer literacy skills
Excellent computer literacy skills
·
Excellent written and verbal communication skills
Excellent written and verbal communication skills
·
Excellent interpersonal skills
Excellent interpersonal skills
·
Highly self-motivated
Highly self-motivated
·
Strong work ethic and able to demonstrate a drive
for results with a professional approach
Strong work ethic and able to demonstrate a drive
for results with a professional approach
·
Should have excellent knowledge on customer care
processes and procedures
Should have excellent knowledge on customer care
processes and procedures
·
Excellent people management, leadership and
counseling skills
Excellent people management, leadership and
counseling skills
·
Prior experience with staff development, performance
management, and cross training Demonstrate high level of integrity, work
ethics, a proactive and positive attitude
Prior experience with staff development, performance
management, and cross training Demonstrate high level of integrity, work
ethics, a proactive and positive attitude
·
Age: Below 35 years
Age: Below 35 years
How to Apply:
All suitably
qualified and interested candidates who wish to join the Pay TV Company,
MultiChoice should send their applications and detailed curriculum vitae to:
The Human Resources Manager, MultiChoice Uganda Limited, P.O. Box 2373, Kampala.
Uganda or via E-mail to [email protected]
clearly marked or titled with the position of interest.
qualified and interested candidates who wish to join the Pay TV Company,
MultiChoice should send their applications and detailed curriculum vitae to:
The Human Resources Manager, MultiChoice Uganda Limited, P.O. Box 2373, Kampala.
Uganda or via E-mail to [email protected]
clearly marked or titled with the position of interest.
Deadline: 4th December, 2015
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