JOB DETAILS:
About the Company:
GOGO Electric is a Ugandan social innovation company that has developed an intelligent energy storage system for productive use.
We assemble Lithium-ion batteries and are committed to advancing environmentally friendly transportation and lowering carbon emissions through our battery swap station technology. Our company aims to make electric motorbikes a practical and affordable mode of transportation for everyone.

Job Purpose:
In the role of Customer Care Manager, you will play a pivotal role in defining and executing our customer care strategy. This includes assessing the current state of our customer care processes, providing strategic recommendations, and implementing systems to enhance the customer experience. You will take ownership from the investigation phase through to the execution and management of the customer care process.
In this role, you will develop and implement tools, train staff, and establish KPIs to ensure smooth operations. Once the system is live, you will handle escalated customer issues, focusing on interactions with our swap stations and maintenance teams. You will also manage relationships with our call center and support colleagues in handling complaints.
Your goal will be to enhance customer satisfaction by delivering high-quality resolutions, analyzing case data, and recommending improvements to ensure customer concerns are addressed efficiently and effectively.

Key Responsibilities:
Strategy and Process Development
• Conduct a thorough investigation of how customers use both formal and informal channels to file complaints.
• Define and implement a structured process for gathering, storing, and managing customer complaints and data.
• Recommend and assist in selecting an appropriate CRM software tool. ● Develop training materials to ensure staff are equipped to handle customer complaints effectively.
• Define and track KPIs to measure the efficiency and effectiveness of the complaint-handling process.

Customer Interaction and Resolution
• Take ownership of escalated customer issues, ensuring timely and satisfactory resolution for all parties.
• Analyze complaint data from various channels to identify trends and root causes. ● Investigate escalated cases, conducting root cause analysis and gathering relevant data from feedback and operational reports.
• Present actionable recommendations to the Head of Customer Experience and collaborate with other departments to implement solutions.
• Maintain open, consistent customer communication throughout the resolution process, providing timely updates and final outcomes.
• Prepare detailed reports on escalated cases, highlighting key issues, actions taken, and final resolutions, while sharing insights and trends to improve overall service quality.
• Identify opportunities for continuous improvement in customer care processes and propose changes to enhance satisfaction and efficiency.

The Ideal Candidate:
• Bachelor’s degree in Business, Communications, or a related field.
• At least 4 years of experience in customer relations or a customer care role, preferably in a technology or service-oriented environment.
• Strong problem-solving skills with the ability to analyze complex data and draw actionable insights.
• Proficient in data analysis and reporting.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
• Experience with customer relationship management (CRM) systems.
• Skilled in using Google Workspace and Microsoft Office Suite (Word, Excel, PowerPoint).
• A customer-focused mindset with a passion for delivering exceptional service.
• High level of integrity and professionalism, with the ability to handle difficult situations calmly and diplomatically.
• Strong attention to detail, with accuracy in reporting and documentation.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.