Vacancy title:
Customer Care Manager
[ Type: FULL TIME , Industry: Logistics , Category: Customer Service ]

Jobs at:
Speedaf Limited

Deadline of this Job:
28 March 2021
Duty Station:
Within Uganda , Kampala , East Africa

Summary
Date Posted: Wednesday, February 24, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Speedaf Limited is a leading logistics delivery service company with a service network in over 70 countries globally.
Currently, Speedaf is a leading logistics service provider between China and Africa.
Speedaf Limited is looking for a suitable candidate (one) for the position of Customer Care Manager.
Job Title: Customer Care Manager (1 Job Placement)
Duty Station: Kampala, Uganda .

Key Duties and Responsibilities:
• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints.
• Track customer complaint resolution.
• Handle complex and escalated customer service issues.
• Monitor accuracy of reporting and data base information.
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met.
• Evaluate and performance manage staff.
• Identify and address staff training and coaching needs.
• Helping to build good customer relations.
• Working on staff appraisals.
• Carry out any other duties as assigned by your supervisor.
• Arranging staff meetings.
• Training and development.
• Handling complaints and queries (from customers and staff).
• Sorting security issues that may arise.
• Arranging promotional events.

Qualifications, Skills and Experience:
• Communication skills
• Customer service focus
• Supervisory skills
• Problem analysis and problem-solving
• Decision-making.
• Planning and organizing
• Initiative
• Flexibility
• Presentation skills
• Stress tolerance.
• Good command in English language.

• Interest and enjoyment in working with people
• Polite and tactful personality
• Numerical skills
• Ability to plan
• Patient
• Able to work calmly under pressure
• IT skills
Requirements:
• Bachelor’s degree in Business Administration or any other relevant field.
• 2-3year working as a Customer care manager in a Logistic Company is an added advantage.
• Customer service experience
• Supervisory experience
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software, databases and CRM tools
• Current with relevant technology trends and applications
• Proficiency in MS Office applications
• Experience in use of social media platforms
• Product knowledge

Work Hours: 8

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Job application procedure
All candidates who wish to apply for the above position can send a CV and Cover Letter to tekakwo.bridget@speedaf.com (please ensure to indicate the job applied for in subject head). Preference will be given to candidates with prior experience.
Deadline for receiving applications is 28th February 2021 at 17:00hrs.

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