The Ugandan Jobline

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: recruitment@yoyatechnologies.com

Deadline: 6th November 2024

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