Job Title: Customer Experience/Service Quality Manager
Organisation: Uganda National Airlines Company Limited
Duty Station: Entebbe, Uganda
Reports to: Chief Commercial Officer (CCO)
About US:
Uganda Airlines is the flag carrier of Uganda. The company is a revival of the older Uganda Airlines which operated from 1977 until 2001. It began flying in August 2019.
Key Duties and Responsibilities:
- Ensure customer satisfaction across all service points by constantly engaging both internal and external customers to ensure their expectations are met by resolving complaints promptly.
- Provide feedback on the efficiency of the customer service process and create a marketing intelligence system based on the feedback to inform marketing decisions and new services.
- Direct complaints and unresolved issues to the appropriate department promptly.
- Ensure a convenient customer journey across service points (enquiries, ticketing, check in points etc.) through monitoring and relationship system.
- Draw up a corrective action plan from service quality audits and ensure the findings are closed.
- Train and Supervise Customer Service Representatives.
- Conduct periodic assessment of our services using various survey technics to make sure customers’ expectations are met.
- Build relationship frequent fliers for each route operated by the Airline for repeat business and retention rate.
- Perform oversight responsibility on frontline outsourced functions and ensure value for money.
Qualifications, Skills and Experience:
- The applicant for the Uganda Airlines Customer Experience/Service Quality Manager job must hold a first degree or equivalence
- Five years of experience in customer service
- Must possess excellent customer service skills.
- Must exhibit high degree of confidentiality.
- Must possess excellent communication, influencing and interpersonal skills at all levels.
- Must have people & time management ability.
- Must be self-motivated and willing to take initiative.
- Must possess evidence of being a team player and able to work in a collaborative environment with minimal supervision.
- Must be proactive with ability to prioritize tasks and multi-task as needs change.
- Must be detail and results oriented.
- Must be flexible and able to adapt to change.
- Must possess administrative skills.
- Must be cost conscious.
- Must possess a data-driven mindset.
How to Apply:
All candidates who wish to join Uganda Airlines in this capacity should apply online at the link below.
Deadline: 31st July 2023
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