Customer Care and Communications Officer Jobs – Zoe Recruitment

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Organisation: Zoe Recruitment
Duty Station:  Kampala,
Uganda
Reports to: Head of Communication, PR and Marketing
About US:
Zoe
Recruitment is an HR consultancy company that exists to contribute to the
transformation of productivity and work ethic, by linking talent to
business/organizations, and placing people right. At Zoe we believe this then
forms the foundation for sustainable business and on a larger scale, economic
growth. Zoe would like to recruit for a valuable client in the hospitality
industry specializing in cakes, pastries among others.
Job Summary: The Customer Care and Communications Officer will
mainly ensure that all clients and visitors 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 officer will take responsibility for
    being 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.
  • 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 customers.
  • Manage all 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.
  • The jobholder will also 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.
  • Conduct 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.
Qualifications, Skills and Experience:  
  • The Customer care and public relations
    officer should preferably hold a qualification with honours in
    Communication Studies, Development Studies, Secretarial Studies, Business
    Administration, public administration, diplomacy, Social Sciences, Liberal
    Arts or other related area.
  • Working experience in the area of customer
    care/communications/PR/Protocol in a reputable organization.
  • Excellent computer skills including internet
    and social media
  • Excellent communication skills that enable
    information flow, rendering of help and provision of advice to customers
  • Good 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;
  • 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 are encouraged to apply online
through Zoe’s e-recruitment portal at the link below together with:
  • Attached copies of all academic
    qualifications (transcripts and certificates);
  • Detailed CVs and daytime mobile telephone
    numbers;
  • Three work references and or/academic
    references;
Deadline: 11th April 2016
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