Customer Care Supervisor Job Opportunities – Movit Products Limited
Job Title: Customer Care Supervisor
Organization: Movit Products Limited
Duty Station: Kampala, Uganda
Reports to: Assistant Marketing Manager
About US:
Movit Products Ltd is a Ugandan personal care company based in Kampala, manufacturing personal care products. Its brands include Movit, Radiant, Baby Junior, Skin Guard, Pine and NAN. The company was founded in 1997, by Simpson Birungi as a makeshift workshop in Namasuba, Wakiso District. In 1999 the first Movit product, Herbal Baby Jelly, was put on the market. Over the years, Movit, the company’s flagship name, has grown into one of Uganda’s top cosmetics brands with distribution links in both East Africa and the COMESA regions. Other known products from Movit include the Body Milk Lotion, Junior Petroleum Jelly, Movit No base Relaxer and many more
Job Summary: The purpose of this job is to plan, coordinate and control the activities of the customer services team to maintain and enhance customer relationships and meet MPL and operational objectives.
Key Duties and Responsibilities:
- Handle and follow up on all received digital (website, social media and email ) order requests to completion;
- Supervise telesales and marketing representatives with the aim of generating orders;
- Generate field visit reports with actionable items to grow revenue;
- Ascertain the level of customer relationship management through retail census and creation of customer files;
- Measure customer satisfaction through customer satisfaction index to establish areas that warrant improvement;
- Monitor and evaluate complaints and prepare closed loop feedback report to follow up on customer queries;
- Build beneficial strategic alliances with customers to ensure satisfactory working relationships;
- Supervise customer care representatives and manage the toll-free centre to ensure they carry out their tasks in line with set standards and procedures;
- Identify customer service trends and requirements ,determine system improvements implement change;
- Coordinate and manage customer service projects and initiatives.
- Coordination and management of customer service projects
- Ensuring customer service improvements in line with current trends
- Supervision of customer service representatives
- Management of the toll-free centre
- Building of strategic alliances with customers
- Monitoring and evaluation of customer complaints
- Ensuring a high customer satisfaction index
- Ascertaining the level of customer satisfaction index
- Generation of field visit reports
- Completion of order requests received through the website, social media and email
- Analytical decisions
- Operational decisions
Qualifications, Skills and Experience:
- The ideal applicant must hold a Bachelor’s Degree in a relevant field
- Computer literacy
- Budgeting
- Leadership skills
- Communication skills
- Interpersonal skills
- Organisational skills
- Ability to work under pressure
- Negotiation skills
- Team building
- Problem solving
- Conflict management
- supervisory skills
- At least three (3) years’ experience in the previous grade
How to Apply:
To apply, please send your CV and cover letter with 3 work related referees to the address or e-mail below.
Emails that exceed 2MB will not be considered.
Email: application@ppg.co.ug
While we thank all applicants for your interest, only those that qualify will be contacted. Any form of lobbying will lead to automatic disqualification.
Deadline: 13th February 2020