Job Title: Customer Service Supervisor
Organisation: SurePay Ltd
Duty Station: Kampala, Uganda
Reports to: Customer Service Manager
About US:
SurePay Limited is a fully registered company offering digital and financial services to small and medium size enterprises (SMEs). Thousands of such businesses struggle to find and adopt appropriate technology and financial solutions to run in a healthy way. The result is un healthy individuals. SurePay Limited is committed to delivering real value to the end user by providing payments and funding solutions to SMEs.
Key Duties and Responsibilities:
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
- Responding to customer service issues in a timely manner
- Creating effective customer service procedures, policies, and standards
- Strategizing and monitoring the daily activities of customer service operations.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies.
- Investigating and solving customer service complaints.
- Assisting with the development and implementation of service policies, and explaining these to staff and customers.
- Performing analysis to assess the quality and meaning of data
- Developing and maintaining database, and data systems-reorganizing data in a readable format
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
- Maintaining accurate records and documenting all customer service activities and discussions
- Implementing an effective customer loyalty program
- Generating daily, weekly and monthly customer service reports
- Maintaining documentation pertaining to customer service department activities.
- Performing additional duties where needed.
Qualifications, Skills and Experience:
- 2+ years of work experience in a similar position.
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Proficient standard office equipment skills.
- Outstanding communication skills, both written and verbal.
- Strong people skills.
- Excellent phone etiquette.
- Outstanding organizational skills.
- Available to work shifts.
How to Apply:
Please send CV and Cover application letter to applications@surepayltd.com
NB: Only selected candidates will be contacted.