Job Title: Customer Services Team Leader
Organisation: Kasente
Duty Station: Ntinda, Kampala, Uganda
About Organisation:
Kasente is a mobile lending app which you can borrow emergency loan for business and individuals of Uganda.Kasente is very easy to use! By using our app, you can increase your loan limit and get even larger loans to help you grow your business or for your emergencies.
Job Summary: The Customer Services Team Leader will assist plan, organize, monitor customer service activities of the Company with responsibility for the day to day activities of your team to achieve company target.
Key Duties and Responsibilities:
- Make and improve the customer service management policy and system such as the SOP, business standards, service requirement and standard, performance evaluation policy of the customer service team;
- Make daily, monthly and yearly plan for customer service department, supervise the implementation of customer service related policies and systems, and be responsible for the daily management and business operation of team customer service personnel.
- Set up a high-level customer service team to answer and solve the questions, complaints, and consultations raised by customers, discover problems in customer service operations, discover problems in a timely manner, and coordinate with relevant departments to solve them.
- Train customer service agents all the policies, standardize and improve the speaking technical and scripts, optimize customer service process, skills, and enhance team cohesion;
- Deal with customer feedback and complaints in a timely and accurate manner, improve customer satisfaction, improve customer service efficiency and quality;
- Participate in the optimization and upgrading of the customer service system and other company system;
- Coordinate communication and cooperation between customer service, and other team; other jobs assigned by company.
Qualifications Skills and Experience:
- Bachelor’s degree in Public relations, Organizational Psychology or any related field;
- At least three years of experience in Customer Care Team management (customer service management experience in the banking and finance industry is preferred)
- Familiar with customer service system/policy set-up and optimizing management operation;
- Good at communication and coordination, with strong logical thinking and statistical analysis ability;
- Have a strong sense of service and responsibility, as well as work under pressure resistance and extreme execution;
- Have excellent language and writing skills, and be proficient in using OFFICE and other office software.
How to Apply:
All candidates should send their updated resumes via Email to: fatuma.namukasa@kasente.ug
Deadline: 11th June 2024
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