Job Title: Customer Service Manager
Organisation: Azam TV
Duty Station: Kampala, Uganda
About Organisation:
Azam TV is a satellite pay-tv provider whose services are ideal for individuals and family entertainment. It comprises of both local and International channels.
Job Summary: We are looking for a dynamic and customer-focused Customer Service Manager to lead and manage our Uganda customer support operations. The ideal candidate will be responsible for overseeing the customer service team, improving service delivery, and ensuring customer satisfaction across all channels.
Key Duties and Responsibilities:
- Lead, coach, and supervise the customer service team across all service touchpoints.
- Ensure timely and effective handling of customer inquiries, complaints, and feedback.
- Monitor customer service KPIs and drive continuous improvement.
- Coordinate with sales, technical, and back-office teams to resolve customer issues.
- Analyze customer trends and report insights to management.
- Oversee call center operations, field service support, and after-sales engagement.
- Develop training programs to enhance staff product knowledge and service skills.
- Develop and Implement customer retention strategies and win-back campaigns while achieving business target.
- Support the rollout of new services such as the AzamTV MAX and digital platforms.
Qualifications, Skills and Experience:
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- Minimum 3-5 years of experience in customer service, with at least 5 years in a leadership role.
- Experience in Pay-TV, telecom, or digital media is an added advantage.
- Strong interpersonal, communication, and problem-solving skills.
- Proficiency in CRM systems, call center tools, and MS Office.
- Ability to multitask and work in a fast-paced environment.
How to Apply:
Send your updated CV to info.uganda@azam-media.com with the subject line:
“APPLICATION – CUSTOMER SERVICE MANAGER UGANDA”
Deadline: 24th June 2025
NB: Only shortlisted candidates will be contacted