Job Title: Lead Customer Service Management
Organisation: YOYA Technologies
Duty Station: Kampala, Uganda
About Organisation:
YOYA Technologies Ltd is a leading Information and Communication Technologies (ICT) service provider and software developer.
Job Summary: The Lead Customer Service Officer in the Business Operations department plays a critical role in ensuring exceptional support and service for internal and external stakeholders. This position involves managing a team of customer service representatives, troubleshooting technical issues, and fostering efficient communication between IT and users to enhance overall service delivery.
Key Duties and Responsibilities:
On-site Customer Engagement:
- Conduct regular visits to customer sites to understand their IT needs and gather feedback on service performance.
- Build and maintain strong relationships with key client stakeholders to foster trust and ensure satisfaction.
Service Coordination:
- Coordinate and oversee the execution of IT operations activities on-site, ensuring that services are delivered in accordance with customer expectations and contractual agreements.
- Work closely with technical teams to prioritize and schedule on-site support interventions.
Issue Resolution:
- Act as the primary point of contact for on-site issues, facilitating quick problem resolution and ensuring minimal disruption to customer operations.
- Escalate unresolved issues to appropriate teams while maintaining communication with customers about status and resolution timelines.
Feedback and Reporting:
- Collect and analyze customer feedback to identify trends and areas for improvement in service delivery.
- Prepare and present regular reports on customer satisfaction, service quality, and operational performance to management.
Training and Support:
- Provide training sessions for customers on IT systems and tools to enhance their user experience and operational efficiency.
- Support customers in troubleshooting and resolving technical issues during on-site visits.
Collaboration with Internal Teams:
- Collaborate with various internal teams, including technical support, project management, to ensure alignment and timely communication of customer needs and expectations.
Qualifications, Skills and Experience:
- Education: Bachelor’s degree in Information Technology, Software Engineering, Computer Science or a related field.
- Experience: Minimum of 3-5 years in IT support or operations, with experience in customer-facing roles preferred.
- Technical Skills: Proficiency in IT systems, networking, and troubleshooting; familiarity with ITIL or other service management frameworks is a plus.
- Certifications: Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.
Technical Skills:
- Knowledge of customer relationship management (CRM) software.
- Proficiency in remote support tools and ticketing systems.
- Experience with data analysis tools to assess customer feedback and performance metrics.
Personal Attributes
- Strong Communication Skills:
- Ability to articulate technical information clearly to non-technical audiences, ensuring customers understand solutions and processes.
- Problem-Solver:
- Demonstrated aptitude for analyzing issues and providing effective solutions quickly, particularly in high-pressure situations.
- Customer-Centric Mindset:
- A commitment to prioritizing customer needs and ensuring their satisfaction, exhibiting empathy and responsiveness.
- Adaptability:
- Flexible and able to pivot quickly in response to changing customer requirements or unexpected challenges.
- Team Player:
- Collaborative spirit, willing to work closely with internal teams to achieve common goals and enhance service delivery.
- Proactive Attitude:
- Takes initiative to identify potential issues before they arise and implements solutions to prevent them, showing foresight and planning ability.
- Time Management Skills:
- Strong organizational skills to effectively manage multiple customer accounts and service requests simultaneously.
- Technical Curiosity:
- A genuine interest in technology and a desire to learn about new tools, solutions, and industry trends to better serve customers.
How to Apply:
All candidates should send their updated CVs via Email to: [email protected]
Deadline: 6th November 2024
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