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Job Title:   Customer Relations Supervisor

Organisation: TotalEnergies EP Uganda

Duty Station:  Kampala, Uganda

About the Company:

TotalEnergies EP Uganda is a broad energy company that produces and markets energies on a global scale: oil and biofuels, natural gas and green gases, renewables and electricity. Our 105,000 employees are committed to energy that is ever more affordable, cleaner, more reliable and accessible to as many people as possible. Active in more than 130 countries, TotalEnergies puts sustainable development in all its dimensions at the heart of its projects and operations to contribute to the well-being of people.

Job Summary:   The Customer Relations Supervisor is responsible for building and maintaining good relationships with clients/customers and addressing customer concerns.

Key Duties and Responsibilities:

• Set clear objectives and deploy strategies focused on customer relationship management.
• Take lead in implementing the company’s customer commitments, i.e. responsiveness, availability, customers voice etc.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Develop and implement a robust process of meeting the ever-changing expectations of the customers.
• Take ownership of customers issues/complaints and follow issues through to resolution.
• Keep accurate records and document customer service actions and discussions.
• Deliver prompt and professional solutions to customers` inquires in liaison with the other business teams.
• Manage and update the affiliate’s customer database.
• Track & engage dormant & inactive customers & in conjunction with the business teams drive actions to on-board these customers back.
• Perform service quality performance evaluation for clients/customers through customer satisfaction surveys and utilize the feedback to initiate actions.
• Analyze statistics, compile & share accurate reports.
• Lead & supervise the customer relations team.
• Take lead in quality assurance by evaluating the customer relations officer’s skills, identifying gaps and providing/recommend the appropriate training.
• Develop & improve customer service procedures, policies and standards for the affiliate.

Qualifications, Skills and Experience:

• Minimum of a Bachelors’ degree in a Business, Marketing related field.
• Minimum of four(4) years’ practical experience in managing clients/customers.
• Previous sales experience and an organized approach to work.
• Strong interpersonal skills and ability to build rapport with customers
• Ability to drive client focused outcomes
• Strong communication skills and IT know-how.

How to Apply:
All suitably qualified and interested applicants should apply online at the link below.

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