Customer Service Manager Job in Uganda at New Vision

Job Title: Customer Service Manager Reports to: Head of Marketing

Overall purpose of the Job
The Customer Service Manager will ensure that Vision Group satisfies its customers' needs. He/she is expected to understand and satisfy our customers' requirements and exceed their expectations if possible. The main aim is to provide excellent customer service. Generally the work includes:
• Developing customer service procedures, policies and standards for Vision Group;
• Managing a team of customer services staff;
• Handling face-to-face enquiries from customers;
• Analyzing reports to determine levels of customer service satisfaction.

Key Result Areas
• Sets and achieves Customer Service department goals and results by using 'best practice leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
• Develops the job performance standards and goals for all Front Desk Officers to achieve the organization's customer service and retention goals and assist in reaching revenue objectives.
• Supports sales strategies appropriately.
• Assists in the development and implementation of 'best practices' processes across the organization to ensure tremendous efficiency resulting in improved client service.
• Achieves financial objectives by preparing the customer service department budget, scheduling expenditures, analyzing variances and initiating corrective action.
• Establishes and maintains timely and thorough reporting to the Head of Marketing on all customer service management facets of the organization.


Job requirement

Qualifications and experience
• Two to five years customer service supervision and/or management experience.
• University Degree
• Ability to manage staff in a people focused manner.
• Strong analytical and problem solving skills arid the ability to successfully interact with staff and internal partners to achieve goals.
• Excellent communication, organizational, motivating and planning skills.
• Ability to provide outstanding customer service.
• Ability to develop and train work force, build relationships and utilize skills of workforce most appropriately.


How to apply

If you are interested in the above position, address your applications to:
Human Resources Officer, The New Vision Printing and Publishing Company Ltd
P.O Box 9815, Kampala, Uganda before 24th June 2011