Job Title: Sales & Customer Service Manager
Organisation: UGAFODE Microfinance Limited (MDI)
Duty Station: Kampala, Uganda
Ref: HR/STAFF/VAC – 11/12/2024/1
About Organisation:
UGAFODE Microfinance Limited (MDI) is a registered financial institution in Uganda and is adherent to the Central Bank’s regulations and guidelines and was founded in 1994 to provide quality microfinance services.
Job Summary: Responsible for managing the entire customer service function across UGAFODE, ensuring high quality and effective end-to-end customer experience in compliance with set service level agreements and operational standards.
Key Duties and Responsibilities:
- Cross selling: Drive team efforts in growth of sales for both Assets (loans) and Liabilities (savings) through tele and online marketing.
- Management of customer feedback:
- Analyses and compiles customer feedback (obtained through customer forums, suggestion boxes, social media platforms, call center, etc.) on UGAFODE products and services to support product design.
- Ensures timely feedback to all customers by carrying out swift investigations and resolving complex or long outstanding complaints that have been referred by Sales & Customer Service Officers, Banking Officers and other stakeholders.
- Conduct customer satisfaction surveys to determine and monitor trend of net promotor score (NPS) in line with internal set limits.
- Improvement of customer experience: Identifying and initiating proposals for process and service turnaround time improvements to ensure excellence in customer experience in compliance with set service level agreements and operational standards.
- Reporting: Develops and submits reports (with recommendations arising out of analyses of customer service center activities) which management uses to make service improvement from time to time.
- Supports branch debt recovery efforts: Leads the team to support debt recovery efforts by calling customers with loans that are due for write -off and those that are already written -off as a means to guarantee a quality loan portfolio for UGAFODE.
- Build a strong customer relationship management strategy to ensure growth in UGAFODE customer numbers through onboarding of new customers, customer retention, satisfaction and reactivation of dormant accounts.
- Team supervision: Takes full responsibility for guiding of all direct reports, focusing on all aspects of sound people management e.g. Coaching, On-the-job training, and Development, Performance Management and Employee engagement.
Qualifications, Skills and Experience:
- Minimum of Bachelor degree in Business Management/Administration, Marketing, Economics or equivalent.
- Extensive knowledge of products and services offered by regulated financial institutions including banks, MDIs.
- At least 2 years’ experience as a Manager or Team Leader in a Call Centre setting preferably in a financial institution /telecom.
- Experience in customer dispute management
- A high level of professionalism, integrity and confidentiality.
- Excellent communication and interpersonal skills
- Good team leadership skills
- Result oriented.
- Self -drive and flexible.
How to Apply:
If you believe you meet the requirements as stated above, submit an application letter together with an up-to-date CV to our email: [email protected]. Save the Documents as Your Full Name & indicate the job title you are applying for in the Email Subject Line. Your applications should be addressed to the Head of Human Resources
Deadline: 17th December 2024.
Note: Ladies are encouraged to apply
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