Watu Credit Customer Service Manager Jobs in Uganda

Watu Credit Customer Service Manager Jobs in Uganda


  • Watu Credit is a dynamic and fast-growing non-bank finance company, headquartered in Mombasa, Kenya.

  • Watu Credit harnesses technology to offer both secured and unsecured lending, primarily via mobile services.

  • They aim to become the leading East African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner.

  • The Company offers asset financing (motorcycles and three-wheelers) and group lending products (short-term and business loans) and currently is expanding in Uganda, Nigeria and several other nations.

    About the Role

  • The Customer Service Manager will lead and manage Watu Credit's customer relationships.

  • S/he will be tasked to redesign top-notch customer service and customer experience strategies for the business.

  • This position will be based in Kampala, Uganda..

    Detailed Responsibilities

    Strategy

    ● Develop, communicate and implement customer service policies, procedures, standards and guideline

    ● Identify and implement strategies to improve team productivity, quality of customer service and positively impact business profitability

    ● Develop and implement effective customer retention and loyalty programs

    ● Liaise with company management to support and implement business growth strategies

    ● Coordinate and manage customer service projects and initiatives

    ● Ensure budget requirements are met

    ● Identify and address staff training and coaching needs

    ● Provide overall customer service leadership

    Operations

    ● Oversee the achievement and maintenance of agreed customer service levels and standards by administering customer surveys and mystery shopping

    ● Plan, prioritize and delegate work tasks to ensure proper functioning of the department

    ● Develop and implement customer service KPIs and manage the team's performance

    ● Direct the daily operations of the customer service team

    ● Ensure the necessary resources and tools are available for quality customer service delivery

    ● Review, track and resolve customer complaints

    ● Handle complex and escalated customer service issues

    ● Monitor accuracy of reporting and database information

    ● Analyze relevant customer data, prepare and share reports with management

    ● Participate in the hiring process and training of new customer service agents

    Desired Candidate Profile

    Does This Sound Like You?

    ● You have a Bachelor degree in Business Administration or similar

    ● You have 5 - 7 years experience in a similar position

    ● Management experience in “institutional” Customer Care in an international company, ideally with experience in same function outside Kenya or multinationals based in Uganda is highly desirable

    ● You have in-depth knowledge of customer service principles and practices as well as customer service software, databases and CRM tools

    ● You are conversant with current relevant technology trends and applications

    ● You have experience in the use and management of social media platforms

    ● You have experience with customer surveys / monitoring and evaluation (measuring service performance)

    ● You have a strong, service-oriented personality

    ● You have an engaging and motivating management style

    ● You are flexible when it comes to traveling around Uganda to conduct systematic appraisals and trainings

    ● Fluency in both English and Luganda is required.

    How to Apply

  • For more information and job application details, see; Watu Credit Customer Service Manager Jobs in Uganda


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