The Ugandan Jobline

Job Title:       Customer Service Manager

Organization: Watu
Credit

Duty Station: Kampala,
Uganda

About US:

Watu Credit is a
dynamic fast-growing non-bank finance company that harnesses technology to
offer both secured and unsecured lending primarily via mobile services.
Headquartered in Mombasa (Kenya), Watu Credit aims to become the leading
African provider of a broad set of inclusive financial products, delivered
through technology in a fast, efficient and professional manner. The Company
commenced its business operations in July 2015 with expansion into Uganda and
Nigeria in 2019. Our clear vision is to be the best provider of short and
medium-term loan products tailored to the exact needs of our target customers
and delivered through mobile technology.

Job Summary:  The Customer Service Manager will lead and
manage Watu Credit’s customer relationships. S/he will be tasked to redesign
top-notch customer service and customer experience strategies for the business.

Key Duties and Responsibilities:  

Strategy

·       
Develop,
communicate and implement customer service policies, procedures, standards and
guideline

·       
Identify
and implement strategies to improve team productivity, quality of customer
service and positively impact business profitability

·       
Develop
and implement effective customer retention and loyalty programs

·       
Liaise
with company management to support and implement business growth strategies

·       
Coordinate
and manage customer service projects and initiatives

·       
Ensure
budget requirements are met

·       
Identify
and address staff training and coaching needs

·       
Provide
overall customer service leadership

Operations

·       
Oversee
the achievement and maintenance of agreed customer service levels and standards
by administering customer surveys and mystery shopping

·       
Plan,
prioritize and delegate work tasks to ensure proper functioning of the
department

·       
Develop
and implement customer service KPIs and manage the team’s performance

·       
Direct
the daily operations of the customer service team

·       
Ensure
the necessary resources and tools are available for quality customer service
delivery

·       
Review,
track and resolve customer complaints

·       
Handle
complex and escalated customer service issues

·       
Monitor
accuracy of reporting and database information

·       
Analyze
relevant customer data, prepare and share reports with management

·       
Participate
in the hiring process and training of new customer service agents

Qualifications, Skills and Experience:

·       
The
applicant must hold a Bachelor’s degree in Business Administration or similar

·       
Five to
seven years of experience in a similar position

·       
Management
experience in “institutional” Customer Care in an international company,
ideally with experience in same function outside Kenya or multinationals based
in Uganda is highly desirable

·       
You have
in-depth knowledge of customer service principles and practices as well as
customer service software, databases and CRM tools

·       
You are
conversant with current relevant technology trends and applications

·       
You have
experience in the use and management of social media platforms

·       
You have
experience with customer surveys / monitoring and evaluation (measuring service
performance)

·       
You have
a strong, service-oriented personality

·       
You have
an engaging and motivating management style

·       
You are
flexible when it comes to traveling around Uganda to conduct systematic
appraisals and trainings

·       
Fluency
in both English and Luganda is required.

How to Apply:

All qualified
candidates are invited to apply online at the link below.

Click Here

Deadline:  31^st March 2020

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