Job Title: Customer Retention Officer
Organisation: Spear Motors
Ltd
Ltd
Duty Station: Kampala,
Uganda
Uganda
About Spear:
Spear Motors Ltd is a private Limited Company duly incorporated under
the Laws of Uganda. It was founded in 1973 by Prof. Gordon Wavamunno. Spear
Motors Ltd is the Sole official distributor for Daimler AG of Stuttgart,
Germany the manufactures of Mercedes Benz. It is also the official distributor
for other legendary brands like Chrysler, Jeep, Dodge, Great Wall Motors
(Wingle double cabin and Hover Station wagons), Kinglong Buses and Deutz Fahr
Tractors.
the Laws of Uganda. It was founded in 1973 by Prof. Gordon Wavamunno. Spear
Motors Ltd is the Sole official distributor for Daimler AG of Stuttgart,
Germany the manufactures of Mercedes Benz. It is also the official distributor
for other legendary brands like Chrysler, Jeep, Dodge, Great Wall Motors
(Wingle double cabin and Hover Station wagons), Kinglong Buses and Deutz Fahr
Tractors.
Job Summary: The Customer
Retention Officer will ensure present and past customers are retained by giving
quality service and quick response to customer queries.
Retention Officer will ensure present and past customers are retained by giving
quality service and quick response to customer queries.
Key Duties and
Responsibilities:
Responsibilities:
·
Maintains excellent knowledge of Spear Motor
products and services in order to understand customers’ needs, persuade,
respond and resolve concerns.
Maintains excellent knowledge of Spear Motor
products and services in order to understand customers’ needs, persuade,
respond and resolve concerns.
·
Carries out a daily customer survey as per
questionnaire and documents responses and resolutions.
Carries out a daily customer survey as per
questionnaire and documents responses and resolutions.
·
Conducts follow up calls to all customers,
updates customer data base and compiles weekly reports to management tracking
customer resolutions.
Conducts follow up calls to all customers,
updates customer data base and compiles weekly reports to management tracking
customer resolutions.
·
Proactively contacts lost Spear Motor customers
to ensure that every opportunity to retain these customers is done.
Proactively contacts lost Spear Motor customers
to ensure that every opportunity to retain these customers is done.
·
Identifies opportunities/business practices to
turn dissatisfied customers into happy customers and retain them.
Identifies opportunities/business practices to
turn dissatisfied customers into happy customers and retain them.
·
Reports regularly to Service management on all
activities relating to the retention trends.
Reports regularly to Service management on all
activities relating to the retention trends.
Qualifications, Skills and
Experience:
Experience:
·
The applicant should hold a Bachelor’s degree in
social sciences or related field
The applicant should hold a Bachelor’s degree in
social sciences or related field
·
At least two years of retention experience
At least two years of retention experience
·
Excellent verbal and written communication
skills
Excellent verbal and written communication
skills
·
Strong customer service, telephone and persuasion
skills
Strong customer service, telephone and persuasion
skills
·
Excellent interpersonal and problem solving
skills
Excellent interpersonal and problem solving
skills
·
Excellent computer and reporting skills
Excellent computer and reporting skills
How to Apply:
All suitably qualified and interested candidates should send their
application letters and a detailed CV and copies of relevant professional
certificates to: [email protected]
application letters and a detailed CV and copies of relevant professional
certificates to: [email protected]
Deadline: 9th December 2016
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