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Job Title:       Customer Support Manager

Organisation: ChapChap

Duty Station: Kampala, Uganda

Reports to: Chief Operation Officer

About US:

ChapChap is a leading provider of digital financial solutions with a strong commitment to customer satisfaction. At ChapChap we expand the capabilities of our MSME networks through strategic partnerships with top-tier service providers to provide unmatched value and convenience to the last-mile man thereby revolutionizing their lives by extending a range of financial services to them. We pride ourselves on delivering exceptional customer support to our valued clients.

Job Summary:  The ChapChap Customer Support Manager is a values-based leader who delivers exceptional customer experiences to drive and grow customer satisfaction and retention. This role reports to the Chief Operation Officer. As we continue to grow and expand, we are seeking a highly motivated and experienced Customer Support Manager to join our team.

Key Duties and Responsibilities:

The Customer Support Manager’s primary responsibilities include:

• Managing and overseeing the customer care department, ensuring efficient and effective operations.
• Developing and implementing customer care strategies, policies, and procedures to enhance customer satisfaction and retention.
• Leading and demonstrating company values within the department
• Delivering exceptional customer experiences through coaching, and training.
• Displaying an understanding of all customer support team roles and ensuring all roles work for the good of the team and the customer.
• Linking results to behaviors and actions to drive satisfaction and retention.
• Managing labor hours within the department.
• Owning the overall tone of the company by maintaining team communication standards.
• Collaborating with Sales, Marketing, Tech and Finance Teams to ensure seamless communication and execution of required actions of the brand.
• Demonstrating and leading company policy and procedures.
• Additional duties as assigned, including but not limited to: HR support, and onboarding

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in business administration, communications, or a related field (or equivalent work experience).
• At least two years of experience in the customer service industry
• Excellent leadership and team management skills with the ability to motivate and inspire a diverse team.
• Strong problem-solving and decision-making abilities, with a customer-centric approach.
• Exceptional communication and interpersonal skills, both written and verbal.
• Proficiency in using customer service software and CRM systems.
• Ability to handle high-pressure situations with professionalism and empathy.
• Demonstrated ability to drive results and meet performance targets.
• Flexibility to work occasional evenings or weekends, as required.
• Ability to sit for long periods
• Ability to use technology (headsets, mobile devices, computers).
• If you are a driven and experienced customer Support manager looking for an exciting new challenge, we want to hear from you.

NB: Applicants who do not meet the stipulated requirements need not apply.

How to Apply:

All interested candidates are invited to submit their resume, along with a cover letter outlining their relevant experience and qualifications, to careers@chapchap.co by the 21st of July 2023. Please include “Customer Care Manager Application” in the subject line. Only shortlisted candidates will be contacted.

Deadline: 21^st July 2023

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