Manager Customer Service Job at Smile Communications (U) Ltd

Job Title: Manager Customer Service
About this job

Our client Smile Communications (U) Ltd is bringing about an internet revolution to Uganda with the introduction of its 4G LTE super fast, high quality and reliable internet access services. Smile is the only ISP in Uganda and only the 3rd in Africa offering 4G LTE and is looking for a number of highly experienced, talented and committed individuals to join their team. Smile is an equal opportunity employer.

Reports to: Head of Sales and Marketing

Job Summary:

Daily running and supervision of the Call Centre through the effective use of the available resources. Overall accountability for meeting agreed Smile customer service KPIs and Call Centre SLAs. Being the “Voice of the Customer” amongst the OPCO’s senior team.

Duties and responsibilities:

    Supervision and daily running of the call centre to ensure interruptions to the business are minimised.
    Ensuring compliance to agreed Smile Call Centre SLAs, regulatory and other applicable legal requirements.
    Supervising and co-ordinating the activities of the call centre team to ensure quality service, minimise errors and improve performance (inbound, outbound, 2nd line support/ complaint management, call centre operations/ back office, attending issues raised through web and social media).
    Organising the call centre staff including shift patterns, leave and staff requirements.
    Review staff performance, identify training needs and co-ordinate training in liaison with the Head Talent.
    Escalation and follow up on customer issues to ensure they are promptly addressed and that complaint resolution is within the agreed SLAs. Prompt escalation of identified “general” issues affecting many customers including resolution follow up with all internal and external stakeholders.
    Participation in sales and other staff meetings as may be required from time to time and ensure team participation in both internal and external Smile events.
    Take accountability for the generation of accurate reports daily/ weekly/ monthly or as may be required from time to time.
    Building effective relationships with customers both internal and external and carrying out internal activities as part of the support team.
    Providing any other ad hoc duties assigned to you from time to time by the Head of Distribution & Sales or any other person appointed by the Company for this purpose.

Key Performance Indicators:

    Responsiveness and efficiency KPIs: meeting or exceeding Smile Call Centre KPIs and agreed SLAs (answered calls, average handling time, first call resolution, time to resolve customer complaints etc.).
    Quality of Service and Relationship Management: customer feedback, customer satisfaction KPIs and Net Promoter Score.
    Accuracy and completeness of Call Centre reporting.
    Team cohesion.
    Personal development.

Job Requirements:

    Degree or diploma from recognised institution of higher learning.
    Customer care experience – at least 5 years a minimum of 3 being at supervisory/ management level.
    Some technical experience/ background. Experience from a data services or other technical background will be of added advantage.

Skills and competencies:

    A good understanding of data products and services and call centre operations.
    Good written and verbal communication skills.
    Customer focus and strong desire/ commitment to exceptional customer service.
    Good team player with a flexible approach and willing to work different shifts including night and weekend shifts.
    Analytical and report writing skills.
    Good time management, responsible and can work with minimal supervision.
    Highly accurate with excellent attention to detail.
    Supervisory skills, ability to prioritise and manage workloads appropriately.
    A good working knowledge of MS office packages, e-mail, web and social media.

How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to smilejobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.




Deadline: 2nd January 2013