About US:
Village Power works towards the sustainable improvement of the standard of living of people in rural areas of sub-Saharan Africa through grass roots development. Presently Village Power has a presence providing access to off-grid sustainable energy solutions in Uganda, Zambia, Mozambique, Kenya, and Tanzania. Village Power offers a range of home solar systems to our customers throughout Uganda. At Village Power we place a lot of focus on our customers; they are at the centre of everything we do: our products, our trainings, and our after sales service.
Job Summary: The Customer Service Manager will be responsible for overseeing a team of customer service representatives who work from central call centers in order to ensure effective delivery of customer service objectives to ultimate customer satisfaction.
Key Duties and Responsibilities:
Show focus on customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans, ensuring quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
The Manager improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Keenly tracks, monitors and evaluates customer satisfaction by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Trains and advises varied teams in the company on their role towards meeting customer care objectives
Implements strategies to ensure overdue clients make payments
Manages a call center team of customer service representatives
Qualifications, Skills and Experience:
The Customer Service Manager should hold a bachelor’s degree in a related field
At least two years’ work experience in customer service at a managerial level
Customer care skills
Good decision making skills
Empathy
Process management skills
Excellent analytical skills
A fun personality
High degree of integrity and creativity
An even temperament
A confident and authoritative speaker
A high degree of self-motivation
Proven ability to communicate with people at all levels
Ability to sell
A team builder
A problem-solving attitude
Working knowledge of local languages
Computer proficiency (MS Excel, MS Word, MS Outlook, google applications, customer service applications)
Technical knowledge of solar products is an advantage
How to Apply:
All suitably qualified and interested candidates should send an updated resume and a letter stating your reasons for seeking employment with Village Power to hr@village-power.ug
Deadline: 5th May, 2016