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Customer Experience Supervisor Jobs In Uganda
Posted by: ugashare-Volunteer
Posted date: 2024-Jun-06
Location: Kampala
Job Summary As the Head of Customer Experience, your role is crucial in shaping the overall customer journey, fostering customer loyalty, and driving business growth through exceptional service delivery. - Minimum Qualification: Bachelors
- Experience Level: Mid level
- Experience Length: 3 years
Job Description/Requirements Location: Uganda Office Reports to: COO Provides supervision to: Purpose of the position: In summary, as the Head of Customer Experience, your role is crucial in shaping the overall customer journey, fostering customer loyalty, and driving business growth through exceptional service delivery. Key Outputs/Responsibilities (Accountabilities and results)                       - Define and implement standards/procedures for ensuring optimal customer experience.
- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
- Liaise with the production and creative departments to ensure delivery of high-quality products and services.
- Define and implement standards/procedures for ensuring optimal customer experience.
- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
- Liaise with the production and creative departments to ensure delivery of high-quality products and services.
- Define and implement standards/procedures for ensuring optimal customer experience.
- Developing and implementing customer experience strategies to enhance customer satisfaction, loyalty, and retention.Â
- Overseeing all customer service operations, including handling customer inquiries, resolving issues, and ensuring a positive customer experience.Â
- Identifying areas for process improvement in customer service operations and implementing solutions to enhance efficiency and effectiveness.Â
- Training and Development**: Providing training and guidance to customer service teams to ensure they have the skills and knowledge to deliver exceptional service.Â
- Quality Assurance : Monitoring and evaluating customer interactions to maintain high service quality standards and address any areas needing improvement.Â
- Feedback Analysis :Collecting and analyzing customer feedback to identify trends, issues, and opportunities for enhancing the overall customer experience.Â
- Cross-functional Collaboration Collaborating with other departments such as marketing, sales, and operations to ensure a seamless and consistent customer experience across all touchpoints.Â
- Performance Monitoring: Tracking key performance indicators related to customer satisfaction, service levels, and resolution times to drive continuous improvement.Â
- Technology Utilization: Leveraging technology and tools to streamline customer service processes, improve response times, and enhance the overall customer experience.Â
- Customer Advocace : Serving as a customer advocate within the organization, championing customer-centric initiatives and driving a customer-first culture.Â
Core Capabilities: Achieving capabilities Achieving quality results and service Practicing accountability and integrity Communicating information effectively Thinking Capabilities Thinking clearly, deeply and broadly Understanding Tangerine mission & operations Practicing innovation & change Self-managing Capabilities Learning for growth and development Maintaining work/life balance Relational Capabilities Building collaborative relationships Practicing gender & cultural diversity Influencing individuals & groups Other critical skills and abilities - Excellent interpersonal skills
- Energetic and ability to be active throughout and willing to learn
- High level of honesty, integrity, and confidentiality
- Excellent communication skills and a high level of customer care
- Willing to work long hours with minimum supervision
How to apply. All candidates should send their updated CVs and application letters through THIS JOB APPLICATION LINKÂ
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