Customer Service Manager Employment Opportunity – Watu Credit
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.
Deadline: 31st March 2020