Job Title:   Customer Relations Coordinator M/F  

Organisation: CFAO Motors Uganda (formerly Toyota Uganda Limited)

Duty Station:  Kampala, Uganda

About the Company:

CFAO Motors Uganda is the exclusive manufacturer-authorised distributor of brand-new Toyota Vehicles and genuine parts in Uganda, as well as exclusively offering Toyota Manufacturer’s warranty. CFAO Motors Uganda is a subsidiary of CFAO Automotive, a division of the CFAO Group, which is part of Toyota Tsusho Corporation.

CFAO Motors Uganda are also the official distributors of brand-new Suzuki vehicles, Yamaha motorcycles, Hino Trucks, and Toyota forklifts. The company also proposes a range of short and long-term lease and car rental solutions for businesses through the LOXEA brand and its partner Avis Fleet. It also provides a raft of other services to expand the offering, including fleet management, geolocation, telematics and more.

Job Summary:   To support in the operations of the Customer Relations department with key focus in ensuring customer experience and satisfaction through relationship building, effective management of customer feedback while ensuring effective coordination of the outsourced staff in line with business requirements.

Key Duties and Responsibilities:

• Outsourced team (Call center and reception staff) supervision and performance management.
• Database management, including monthly Audits and customer profiling (Know-Your-Customer) to inform analysis and business activity proposals.
• Relationship building activations; both internal and external of the business. This includes in-house and external customer engagements to support customer experience.
• Weekly reporting and uploads of Customer Relations Management Key Performance Indicators in the main business portals.
• Loyalty Program Management in addition to program’s expense tracking.
• Corporate mail Management through timely response enforcement and conversion tracking.

• Bachelor’s degree in business administration or any other business-related discipline.

Specific experience, knowledge & skills required

• At least 3 years’ experience in a customer service or marketing role.
• Experience in the hospitality industry will be an added advantage.
• Communication proficiency.
• Product and service knowledge.
• Tech savvy with proficient computer skills and a working knowledge of CRM systems.
• Management skills.
• Interpersonal skills.

Behavioral & specific personal attributes

• Relationship building capabilities.
• Innovation and change management.
• Negotiation and influencing abilities.
• Results driven.