The Customer Service Manager at Vivo Energy Uganda is responsible for leading and managing the customer service team, ensuring the delivery of exceptional service to customers and establishing strong relationships with key stakeholders. The Customer Service Manager will be responsible for managing customer inquiries, resolving issues, and implementing customer service strategies to enhance customer satisfaction and loyalty.

Key Responsibilities:

• Lead and manage the
customer service team, providing guidance, coaching, and support to ensure optimal performance
• Develop and implement customer service strategies to improve customer experience, increase customer satisfaction, and drive customer loyalty
• Monitor and evaluate customer service performance, identifying areas for improvement and implementing necessary changes
• Establish and maintain effective relationships with key stakeholders, including customers, suppliers, and internal teams
• Resolve customer complaints and issues in a timely and efficient manner, ensuring customer satisfaction
• Collaborate with cross-functional teams to improve processes and enhance the overall customer experience
Implement and manage customer service systems and tools to streamline operations and improve efficiency
• Stay updated on industry trends and best practices in customer service, and propose innovative solutions to enhance customer satisfaction.

Requirements

Key Requirements:

• Minimum of 5 years of experience in customer service management
• Bachelor’s degree in business administration or a related field
• Proven track record of leading and managing customer service teams
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to build and maintain strong relationships with customers and stakeholders
• Knowledge of customer service systems and tools
• Strong leadership and management abilities
• Ability to work in a fast-paced, dynamic environment