Customer Service Manager Job Vacancy at Afrimax

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Job
Title:               Customer
Service Manager
Organization:      Afrimax Uganda
Limited
Duty Station:       
Kampala, Uganda
Reports to:        Chief Commercial Officer
Job Summary: The Customer Service Manager will build and
manage a team of customer-centric staff who will ensure all the customer touch
points consistently provide our customers with a great service and positive
experience. Attitude and personality are key and these will be evident in your
achievements to date, whether that is in the telecoms industry or elsewhere.
Key Duties and Responsibilities:
  • Draft all the
    department’s processes and procedures; update on an ongoing basis
  • Recruit and
    train the front line staff
  • Put in place
    ongoing training and development programme for all customer facing staff
  • Manage shift and
    roster schedules to maximize staff efficiency and service availability to
    customers
  • Implement and
    manage contact centre, including IVR menu’s
  • Draft and
    continually update the FAQ section of the customer web portal
  • Monitor inbound
    call and customer contact quality
  • Prepare regular
    departmental KPI reports and highlight action plan for addressing
    weaknesses, if any
  • Communicate
    customer issues that affect other departments as soon as they are
    identified by Customer
  • Service agents
    from their interactions with customers
  • Identify and recommend
    operational improvements to enhance quality of service and productivity,
    including new media
Qualifications, Skills and Experience:
  • The applicant
    should possess a Bachelor’s
    Degree in a relevant field
  • At least five years
    experience in managing and/or supervising a Customer Service department or
    call centre
  • Excellent
    people-management, motivation and team building skills
  • Proficiency in
    CRM systems and IVRs
  • Willingness to
    work long hours at times when the job requires it.
  • Ability to work
    both hands on and at a high strategic level
  • Good written and
    oral English language skills
How to Apply:
All
suitably qualified candidates should visit the web link below and create a
profile on the NFT Consult website by entering their e-mail addresses.
NB: Only applications
prepared in English and submitted in either MS Word or PDF format will be
considered. Application must include current salary package and date of birth.
Please
visit web link below and click Apply now if convinced you have the job
requirements

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