Customer Care Manager at Speedaf Limited

Speedaf Limited is a leading logistics delivery service company with a service network in over 70 countries globally.
Currently, Speedaf is a leading logistics service provider between China and Africa.
Speedaf Limited is looking for a suitable candidate (one) for the position of Customer Care Manager.
Job Title: Customer Care Manager (1 Job Placement)
Duty Station: Kampala, Uganda .

Key Duties and Responsibilities:
• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints.
• Track customer complaint resolution.
• Handle complex and escalated customer service issues.
• Monitor accuracy of reporting and data base information.
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met.
• Evaluate and performance manage staff.
• Identify and address staff training and coaching needs.
• Helping to build good customer relations.
• Working on staff appraisals.
• Carry out any other duties as assigned by your supervisor.
• Arranging staff meetings.
• Training and development.
• Handling complaints and queries (from customers and staff).
• Sorting security issues that may arise.
• Arranging promotional events.

Qualifications, Skills and Experience:
• Communication skills
• Customer service focus
• Supervisory skills
• Problem analysis and problem-solving
• Decision-making.
• Planning and organizing
• Initiative
• Flexibility
• Presentation skills
• Stress tolerance.
• Good command in English language.

• Interest and enjoyment in working with people
• Polite and tactful personality
• Numerical skills
• Ability to plan
• Patient
• Able to work calmly under pressure
• IT skills

Requirements:
• Bachelor’s degree in Business Administration or any other relevant field.
• 2-3year working as a Customer care manager in a Logistic Company is an added advantage.
• Customer service experience
• Supervisory experience
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software, databases and CRM tools
• Current with relevant technology trends and applications
• Proficiency in MS Office applications
• Experience in use of social media platforms
• Product knowledge

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