The Ugandan Jobline

Job Title:     Customer Care Supervisor

Organization: Movit Products Limited

Duty Station: Kampala, Uganda

Reports to: Assistant Marketing
Manager

About US:

Movit
Products Ltd is a Ugandan personal care company based in Kampala, manufacturing
personal care products. Its brands include Movit, Radiant, Baby Junior, Skin
Guard, Pine and NAN. The company was founded in 1997, by Simpson Birungi as a
makeshift workshop in Namasuba, Wakiso District. In 1999 the first Movit product,
Herbal Baby Jelly, was put on the market. Over the years, Movit, the company’s
flagship name, has grown into one of Uganda’s top cosmetics brands with
distribution links in both East Africa and the COMESA regions. Other known
products from Movit include the Body Milk Lotion, Junior Petroleum Jelly, Movit
No base Relaxer and many more

Job Summary:  The purpose of this job is to plan, coordinate
and control the activities of the customer services team to maintain and
enhance customer relationships and meet MPL and operational objectives.           

Key Duties and Responsibilities: 

·       Handle and follow up on
all received digital (website, social media and email ) order requests to
completion;

·       Supervise telesales and
marketing representatives with the aim of generating orders;

·       Generate field visit
reports with actionable items to grow revenue;

·       Ascertain the level of
customer relationship management through retail census and creation of customer
files;

·       Measure customer
satisfaction through customer satisfaction index to establish areas that
warrant improvement;

·       Monitor and evaluate
complaints and prepare closed loop feedback report to follow up on customer
queries;

·       Build beneficial
strategic alliances with customers to ensure satisfactory working
relationships;

·       Supervise customer care
representatives and manage the toll-free centre to ensure they carry out their
tasks in line with set standards and procedures;

·       Identify customer
service trends and requirements ,determine system improvements  implement change;

·       Coordinate and manage
customer service projects and initiatives.

·       Coordination and
management of customer service projects

·       Ensuring customer
service improvements in line with current trends

·       Supervision of customer
service representatives

·       Management of the toll-free
centre

·       Building of strategic
alliances with customers

·       Monitoring and
evaluation of customer complaints

·       Ensuring a high customer
satisfaction index

·       Ascertaining the level
of customer satisfaction index

·       Generation of field
visit reports

·       Completion of order
requests received through the website, social media and email

·       Analytical decisions

·       Operational decisions

Qualifications, Skills and Experience:

·       The ideal applicant must
hold a Bachelor’s Degree  in a relevant
field

·       Computer literacy                                                                    

·       Budgeting

·       Leadership skills                                                                     

·       Communication
skills                                                                         

·       Interpersonal
skills                                                                 

·       Organisational
skills                                                                           

·       Ability to work under
pressure            

·       Negotiation skills

·       Team building

·       Problem solving

·       Conflict management

·       supervisory skills                                                                                                                                               

·       At least three (3)
years’ experience in the previous grade

How to Apply:

 To apply, please send your CV and cover letter
with 3 work related referees to the address or e-mail below.

Emails
that exceed 2MB will not be considered.

Email:
application@ppg.co.ug

While
we thank all applicants for your interest, only those that qualify will be
contacted. Any form of lobbying will lead to automatic disqualification.

Deadline: 27^th March 2020

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