Jobs at:
Smile Communications (U) Ltd
Vacancy title:
Manager Customer Service
Deadline of this Job:
2nd January 2013
Job details:
About this job
Our client Smile Communications (U) Ltd is bringing about an internet revolution to
Uganda with the introduction of its 4G LTE super fast, high quality and reliable
internet access services. Smile is the only ISP in Uganda and only the 3rd in Africa
offering 4G LTE and is looking for a number of highly experienced, talented and
committed individuals to join their team. Smile is an equal opportunity employer.
Reports to: Head of Sales and Marketing
Job Summary:
Daily running and supervision of the Call Centre through the effective use of the
available resources. Overall accountability for meeting agreed Smile customer
service KPIs and Call Centre SLAs. Being the “Voice of the Customer” amongst
the OPCO’s senior team.
Duties and responsibilities:
Supervision and daily running of the call centre to ensure interruptions to the
business are minimised.
Ensuring compliance to agreed Smile Call Centre SLAs, regulatory and other
applicable legal requirements.
Supervising and co-ordinating the activities of the call centre team to ensure
quality service, minimise errors and improve performance (inbound, outbound, 2nd
line support/ complaint management, call centre operations/ back office, attending
issues raised through web and social media).
Organising the call centre staff including shift patterns, leave and staff
requirements.
Review staff performance, identify training needs and co-ordinate training in
liaison with the Head Talent.
Escalation and follow up on customer issues to ensure they are promptly
addressed and that complaint resolution is within the agreed SLAs. Prompt
escalation of identified “general” issues affecting many customers including
resolution follow up with all internal and external stakeholders.
Participation in sales and other staff meetings as may be required from time to
time and ensure team participation in both internal and external Smile events.
Take accountability for the generation of accurate reports daily/ weekly/ monthly
or as may be required from time to time.
Building effective relationships with customers both internal and external and
carrying out internal activities as part of the support team.
Providing any other ad hoc duties assigned to you from time to time by the Head
of Distribution & Sales or any other person appointed by the Company for this
purpose.
Key Performance Indicators:
Responsiveness and efficiency KPIs: meeting or exceeding Smile Call Centre
KPIs and agreed SLAs (answered calls, average handling time, first call resolution,
time to resolve customer complaints etc.).
Quality of Service and Relationship Management: customer feedback, customer
satisfaction KPIs and Net Promoter Score.
Accuracy and completeness of Call Centre reporting.
Team cohesion.
Personal development.
Job Requirements:
Degree or diploma from recognised institution of higher learning.
Customer care experience – at least 5 years a minimum of 3 being at
supervisory/ management level.
Some technical experience/ background. Experience from a data services or
other technical background will be of added advantage.
Skills and competencies:
A good understanding of data products and services and call centre operations.
Good written and verbal communication skills.
Customer focus and strong desire/ commitment to exceptional customer service.
Good team player with a flexible approach and willing to work different shifts
including night and weekend shifts.
Analytical and report writing skills.
Good time management, responsible and can work with minimal supervision.
Highly accurate with excellent attention to detail.
Supervisory skills, ability to prioritise and manage workloads appropriately.
A good working knowledge of MS office packages, e-mail, web and social media.
Job application procedure
Please follow the instructions as stated below as failure to do so could lead to
disqualification.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large
for our inbox.
4. Include the job title and/or reference number in the subject line of the email
address and send your application by email to smilejobs@nftconsult.com
5. Only successful candidates will be contacted. For all other inquiries please
contact our offices directly.
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