Job Title: Customer Experience Supervisor
Organisation: M-Forte
Duty Station: Kampala, Uganda
About Organisation:
M-Forte is a management consulting firm incorporated in Uganda to carry on the business of supporting organizations to perfect their people processes and thereby optimize overall productive capacity. We focus on helping businesses succeed in the end-to-end management of their most important asset, their human capital by giving expert advice in Governance & strategy, HR Consulting, learning & development, employee wellness and manpower Outsourcing.
Job Summary: To ensure a positive and seamless customer experience by supervising and guiding customer service representatives, monitoring interactions, and developing strategies to enhance customer satisfaction and loyalty.
Key Duties and Responsibilities:
- Develop and implement strategies to achieve and exceed customer service targets.
- Lead, mentor, and motivate the customer service team and ensure that the team delivers high-quality service, maintaining compliance standards, and fostering client trust and loyalty.
- Oversee day-to-day operations of the showroom, ensuring efficiency and alignment with business objectives.
- Monitor customer service metrics, including customer satisfaction, response times, service quality and provide insights for management decision.
- Provide expert guidance in addressing client inquiries, complaints or escalations promptly to maintain a positive customer experience.
- Analyze customer service data and prepare regular reports on performance, trends, and recommendations for improvement.
- Support dealers/distributors by ensuring they receive the necessary tools, training and resources to effectively serve customers and achieve business goals.
- Provide detailed reports to senior management on progress towards customer service and performance goals.
- Continuously assess and improve customer service processes, workflows, and tools to enhance productivity and efficiency.
- Collaborate with other departments, such as Marketing and Sales, to align customer service efforts with broader business goals.
- Collaborate with the sales and marketing teams to ensure that product knowledge and customer needs are met.
- Identify and report on any recurring technical issues or opportunities for product improvement.
- Stay updated with the latest developments in battery technology and the best practices for troubleshooting and repair.
- Manage the operations and efficiency of the call center.
- Set clear performance expectations, conduct regular evaluations, and provide constructive feedback.
- Develop and execute training programs to improve customer service skills, product knowledge, and problem-solving abilities.
- Foster a positive and collaborative work environment that promotes teamwork and accountability.
- Any other duties as the need may arise.
Qualifications, Skills and Experience:
- Bachelor’s Degree in Business Administration, or Sales and Marketing or equivalent.
- CIM
Working Experience:
- 5+ years of experience in customer service management, with a proven record of meeting and exceeding service targets.
- Strong knowledge of customer service techniques, CRM systems, and call center technologies.
- Experience in performance management & team leadership; Familiarity with battery systems & related technologies is a strong advantage.
Skills, Knowledge and Abilities:
- Good industry knowledge.
- Kaizen knowledge. ISO 9001,Sales Marketing Branding
- Communication skills Interpersonal skills
- Customer focus
- Innovation & creativity
- Results orientation
- Communication
- Decision making
- Planning & organizing skills
- Business acumen
- Good strategic planning skills
- Coaching & developing Others
- Delegation & empowerment
- Emotional intelligence
- Driving for results
- Negotiation skills
- Persuading & Influencing
- Adapting & Responding to Change
- Coping with Pressure & Setbacks
- Entrepreneurial Thinking
How to Apply:
Please submit your application no later than Friday December 26th 2025 to [email protected] and note that only those candidates shortlisted shall be contacted for further screening.
Deadline: 26th December 2025
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 60