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Mondo Ride   |   Kampala, Uganda   |   Log in or register to see the closing date

Call centre Manager

  • Bachelor's degree
  • Customer support, client care
  • Manager (team leader)
  • Full Time
  • Permanent
Click to apply

Job Summary

Job Description

We are looking for an experienced Call Centre Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
The Role
- Improve the customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities


Responsibilities

About You
- Proven working experience as a customer service manager, retail manager or assistant manager
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Tech savvy
- Customer service oriented

Desired
- Bachelor’s degree in Business Administration/Communication or any related field




General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Kampala
Area of work: Customer support, client care
Seniority: Manager (team leader)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Conflict and complaint resolution; Call center operation (customer support); People management; Personnel administration (working hours, holidays); Call center management
Required languages: English (Spoken: fluent | Written: fluent)

Click to apply

Mondo Ride

Transportation, logistics, storageCompany size: 20-50 people

Mondo Ride is a smart taxi application that currently operates in Sub-Saharan Africa and the Middle East. The application connects passengers with nearby drivers and ensures getting a ride within a short amount of time, as well as, guaranteeing safety and comfort for the passenger. Mondo Ride is available on Android and iOS.


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