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Customer support, client care Jobs for Mid-level in Uganda
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MARKH INVESTMENTS COMPANY LTDProfession (Retail, wholesale, FMCG, Mid-level)
Industry (Customer support, client care, Mid-level)
Seniority (Customer support, client care, Retail, wholesale, FMCG)
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MARKH INVESTMENTS COMPANY LTD
Retail + 2 more
Description
Key Duties & Responsibilities
· Lead customer experience improvement initiatives across the business.
· Monitor customer satisfaction, feedback, complaints, and service performance.
· Manage and improve the end-to-end customer journey.
· Identify customer pain points and coordinate corrective actions.
· Oversee resolution of escalated customer complaints and service issues.
· Develop and monitor customer experience KPIs, including CSAT, NPS, and complaint resolution.
· Work closely with Sales, Service, Operations, Finance, Marketing, and other departments to improve customer service.
· Prepare customer experience reports, dashboards, and management insights.
· Train and coach customer-facing teams on customer service and experience standards.
Drive continuous improvement and promote a customer-first culture
· Bachelor’s degree in Business Administration, Marketing, Communications, Customer Experience, or a related field.
Professional training in Customer Experience or Customer Service is an added advantage
· 3–5 years’ experience in customer experience, customer relations, customer service, client management, or a related role.
· Proven experience in customer feedback management, complaint resolution, service improvement, and customer satisfaction measurement.
· Experience using CRM systems and analysing customer data.
· Experience in a retail, automotive, motorcycle, or other customer-facing environment is an added advantage.
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