PostBank Uganda Contact Center Supervisor Jobs in Uganda
Job Purpose
The Job holder is responsible for managing and handling customer interactions, inquiries, and concerns via various communication channels such as phone, email, chat, or social media. As the initial point of contact for customers, responsibility is to provide excellent customer service.
• Ensuring that all customer inquiries, requests, queries, and complaints are handled satisfactorily, and that timely follow-up, resolution, and feedback are provided in accordance with the Bank’s service strategy.
Key Responsibilities/ Key Deliverables
• Treat customers with utmost courtesy when receiving inbound telephone calls, emails, or social media messages directed to the Bank’s customer contact centre.
• Respond to customer queries and inquiries using accurate and comprehensive knowledge of the Bank’s products, processes, and general information.
• Resolve customer complaints whenever possible or promptly escalate them to the relevant department and follow up on outstanding issues promptly.
• Keep informed about the Bank’s products, processes, and relevant contacts to ensure that customer issues (inquiries, queries, or complaints) are addressed correctly and as a priority, with efforts made to resolve them on the spot or within an hour.
• Monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
• Analyse the content of customer interactions
proactively to identify opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.
Qualifications, Experience and Competencies Required
• A Bachelor’s degree in Business Management or related field
• 1-2 years’ cognate experience in contact centre management
• Strong customer-centric mindset.
• Excellent telephone and email etiquette.
• Effective communication skills (both written and verbal).
• Good technical literacy, including proficiency in navigating Windows® applications, MS Office, email, and the internet.
• Effective stress management skills, including maintaining a calm demeanour and mental state when situations and emotions escalate.
• High levels of integrity and awareness of fraud and risk.
• Strong teamwork skills, including offering support and guidance and working effectively with others
How to Apply
For more information and job application details, see; PostBank Uganda Contact Center Supervisor Jobs in Uganda
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