About US:UGAFODE Microfinance Limited (MDI) is a registered financial institution in Uganda and is adherent to the Central Bank’s regulations and guidelines and was founded in 1994 to provide quality microfinance services.Job Summary: The Sales & Customer Service Manager will be responsible for providing effective and efficient leadership in the management of UGAFODE customer service and key stakeholder relationships of customers, internal staff and visitors as well as strategies for all company products in line with UGAFODE standards and best practices perspectives.Key Duties and Responsibilities:• Build a strong customer relationship management strategy to ensure customer satisfaction: strong relationships with existing and new customers to reduce exits and dormancy.• Management of feedback: Ensures timely feedback to all clients’ issues/complaints by carrying out swift investigations and resolving complex or long outstanding problems that have been referred by Sales & Customer Service Officers, Banking Officers and various departments.Improvement of customer experience: Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.• Cross selling: Professionally carries outs interactions with customers for purposes of soliciting customer feedback on all UGAFODE products and services thereby enhancing sales; avails information on company products and services to drive growth in Assets (loans & advances) and Liabilities (savings & school’s fees accounts).• Manages Service Turn Around Time: Analyzes service turnaround time of all processes in the institution to ensure fairness and transparency, compliance to business operational standards as well as consistency to set Service level agreements.Reporting: Develops and submits reports arising out of analysis of customer service that the organization provides and making recommendations for service improvement from time to time.• Support Branch Debt recovery efforts: Approves calls to customers for purposes of debt recovery for all loans that are due for write off and those that are already written off as a means to guarantee a quality loan portfolio for UGAFODE.• Team supervision: Takes full responsibility for guiding of all direct reports, focusing on all aspects of sound people management e.g. Coaching, On-the-job training, and Development, Performance Management and Employee engagement.Qualifications, Skills and Experience:• The applicant must hold a Bachelor’s Degree in Business management/Administration, Marketing, Economics or any other business-related subject• Three years of related work experience in a financial institution in a highly sales & service driven call center environment.Prior experience in Customer Service Management with good understanding of financial services and bank products.• Strong team leader with good communication, negotiation, business judgment, influencing & interpersonal skills, ability to motivate, supervise and develop others.• Good computer literacy with excellent use of MS Office – Excel, Word, PowerPoint, etc.
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