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SERVICE DELIVERY EXECUTIVE Jobs In Uganda
Posted by: ugashare-Volunteer
Posted date: 2025-Feb-24
Location: Kampala
Job Summary The Service Delivery Executive ensures efficient service delivery by verifying job postings, managing orders, tracking leads, and addressing customer inquiries across multiple channels. The role focuses on delivering a positive customer experience, maintaining product knowledge, and collaborating across departments. - Minimum Qualification : Bachelors
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements Service Delivery - Conduct thorough verification of employers to ensure compliance with job posting standards and policies.
- Job Posting and Moderation: Manage and post jobs sourced through scraping activities.
- Moderate and approve self-service job posts through the Applicant Tracking System (ATS).
- Create and manage order numbers for sales processes.
- Process sales orders and confirm payments.
- Scrape potential leads from different job boards.
- Track and update lead progress in the CRM system.
- Customer Support: Respond to customer tickets daily, ensuring timely and effective resolution of issues through the Zoho Desk.
- Handle and resolve customer inquiries and complaints through different channels such as calls and WhatsApp.
- Responding to google reviews and social media requests/inquiries
Creating a Positive Customer Experience - Receiving customers and treating them with respect and dignity.
- Receive incoming calls from Brightermonday Uganda clients.
- Be empathetic and compassionate while dealing with and managing customers' complaints.
- Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
- Make courtesy calls to BMU customers as may be required.
- Endeavor to give all BMU customers great end-to-end customer experience
- Relationship management to increase client retention
- Ensure that all customer issues are escalated and resolved
Product Knowledge - Learn all product details, prices, and capabilities to be equipped with all product information.
- Always provide accurate product information to customers.
- Conduct regular internal ATS walkthroughs to ensure that our teams have a good experience with our online platform
- Demonstrate the ability to diagnose and resolve technical issues with ATS.
- Take the initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.
Administrative and Team Building
- Escalate unresolved issues or questions to your immediate supervisor.
- Always enter accurate and honest information into the BMU data systems.
- Capture data of high quality that can be used to better serve our customers.
- Support in building BMU conducive environment for both internal and external customers
- Weekly reporting on task progress to your supervisor or as advised
- Provide ideas, feedback, and contributions to BMU Strategy on how to improve the customer experience
- Collaborate with other departments
Any other duties as may be assigned from time to time
Engaging all our clients MoM
- Improve website,inbound and call request conversion rates from to 25% and above
- Improve client verification to 10% and above
- Scrape 500 and more listings from competitor websites Month on Month
- Collect at least 2 and above testimonials MoM
- Improve Google and Facebook reviews score to 4.5 and above
Qualifications, experience and skills: - Must hold a Degree in a relevant field from a recognised institution.
- Proficiency in CRM systems, job posting platforms, and Microsoft Office Suite.
- Excellent emotional intelligence and empathy
- Excellent reporting skills
- Time management and Ability to manage multiple tasks and prioritize effectively
- Excellent interpersonal skills.
- Should demonstrate both verbal and written communication (English).
- Ability to work in teams or independently.
- Critical thinking skills (ability to think outside the box).
- Good problem-solving skills (solutions-oriented)
- Good influencing and negotiation skills.
- Flexibility with the ability to work under pressure to meet deadlines.
- Willingness and desire to learn new ideas.
How to Apply: CLICK HERE TO APPLY
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