Position: After Sales Coordinator

Reports to: Call Center and Customer Experience Manager

Location: Kampala

Tenure: Full-Time

Client Brief

Founded in 2012, Our client’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. They do this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. Over the last 5 years, the company has grown significantly and now has employed 100+ people around the world

Job Brief

This is a highly rewarding role for a proven call center support executive who is excited to manage after sales teams that address customer queries and complaints. Someone who is an analytical problem solver with capacity to lead teams, train agents, set KPIs, prepare reports and escalate matters across different communication channels with the aim of strengthening customer experience.

Duties and Responsibilities:

• Determining operational strategies to deliver exceptional customer service while enhancing overall efficiency by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Developing call center systems capable of capturing real-time data that facilitates the analysis and synthesis of insights
• Supervising and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Hiring, training, mentoring and monitoring the performance of call center personnel in order to ensure top performance.
• Ensuring Net Promoter Score (NPS) is high through the delivery of top notch service
• Identifying problems and taking an evidence-based approach to support solutions.
• Reporting insights weekly to upper management. This also involves escalating and managing red flags and risks
• Liaising cross departmentally to provide operational support
• Collaborating within a hard-working and familial work environment.
• Developing SOPs and providing training to new members

Experience, Skills and Qualifications

• Minimum of 3 years experience in a supervisory/management Technical Customer Service role within a Call Center
• Excellent communications skills (verbal & written).
• Great customer service skills capable of resolving customer service issues in a timely and efficient manner.
• Self-starter and resourceful professional with strong problem solving skills.
• Leader capable or training and coaching teams on how to improve customer experience
• KPI driven Individual capable of meeting and exceeding personal and team targets.
• Advanced computer knowledge & skills including Microsoft Office and proficiency in call center equipment/software programs.
• Efficient typing and writing skills.
• Strong organizational and analytical skills and with keen attention to detail.
• Must be able to work flexible hours and days, including weekends.