Job Title: Customer Service Manager
Organisation: Village Power
Duty Station: Kampala, Uganda
Reports to: Head of Customer Service
About US:
Village
Power works towards the sustainable improvement of the standard of living of
people in rural areas of sub-Saharan Africa through grass roots development.
Presently Village Power has a presence providing access to off-grid sustainable
energy solutions in Uganda, Zambia, Mozambique, Kenya, and Tanzania. Village
Power offers a range of home solar systems to our customers throughout Uganda.
At Village Power we place a lot of focus on our customers; they are at the
centre of everything we do: our products, our trainings, and our after sales
service.
Power works towards the sustainable improvement of the standard of living of
people in rural areas of sub-Saharan Africa through grass roots development.
Presently Village Power has a presence providing access to off-grid sustainable
energy solutions in Uganda, Zambia, Mozambique, Kenya, and Tanzania. Village
Power offers a range of home solar systems to our customers throughout Uganda.
At Village Power we place a lot of focus on our customers; they are at the
centre of everything we do: our products, our trainings, and our after sales
service.
Job Summary: The Customer Service Manager will be responsible
for overseeing a team of customer service representatives who work from central
call centers in order to ensure effective delivery of customer service
objectives to ultimate customer satisfaction.
for overseeing a team of customer service representatives who work from central
call centers in order to ensure effective delivery of customer service
objectives to ultimate customer satisfaction.
Key Duties and Responsibilities:
- Show focus on customer service objectives by
contributing customer service information and recommendations to strategic
plans and reviews; preparing and completing action plans, ensuring quality
and customer-service standards; resolving problems; completing audits; identifying
customer service trends; determining system improvements; implementing
change. - The Manager improves customer service quality
results by studying, evaluating, and re-designing processes; establishing
and communicating service metrics; monitoring and analyzing results; implementing
changes. - Keenly tracks, monitors and evaluates
customer satisfaction by maintaining contact with customers; visiting
operational environments; conducting surveys; forming focus groups; benchmarking
best practices; analyzing information and applications. - Trains and advises varied teams in the
company on their role towards meeting customer care objectives - Implements strategies to ensure overdue
clients make payments - Manages a call center team of customer
service representatives
Qualifications, Skills and Experience:
- The Customer Service Manager should hold a bachelor’s
degree in a related field - At least two years’ work experience in
customer service at a managerial level - Customer care skills
- Good decision making skills
- Empathy
- Process management skills
- Excellent analytical skills
- A fun personality
- High degree of integrity and creativity
- An even temperament
- A confident and authoritative speaker
- A high degree of self-motivation
- Proven ability to communicate with people at
all levels - Ability to sell
- A team builder
- A problem-solving attitude
- Working knowledge of local languages
- Computer proficiency (MS Excel, MS Word, MS
Outlook, google applications, customer service applications) - Technical knowledge of solar products is an
advantage
How to Apply:
All
suitably qualified and interested candidates should send an updated resume and
a letter stating your reasons for seeking employment with Village Power to [email protected]
suitably qualified and interested candidates should send an updated resume and
a letter stating your reasons for seeking employment with Village Power to [email protected]
Deadline: 5th May, 2016
For
more of the latest jobs, please visit https://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline
more of the latest jobs, please visit https://www.theugandanjobline.com
or find us on our facebook page https://www.facebook.com/UgandanJobline