SERVICE DELIVERY EXECUTIVE

Service Delivery

• Conduct thorough verification of employers to ensure compliance with job posting standards and policies.
• Job Posting and Moderation: Manage and post jobs sourced through scraping activities.
• Moderate and approve self-service job posts through the Applicant Tracking System (ATS).
• Create and manage order numbers for sales processes.
• Process sales orders and confirm payments.
• Scrape potential leads from different job boards.
• Track and update lead progress in the CRM system.
• Customer Support: Respond to customer tickets daily, ensuring timely and effective resolution of issues through the Zoho Desk.
• Handle and resolve customer inquiries and complaints through different channels such as calls and WhatsApp.
• Responding to google reviews and social media requests/inquiries

Creating a Positive Customer Experience   

• Receiving customers and treating them with respect and dignity.
• Receive incoming calls from Brightermonday Uganda clients.
• Be empathetic and compassionate while dealing with and managing customers' complaints.
• Exercise patience with customers and make sure to follow up on all customer issues until they are fully resolved.
• Make courtesy calls to BMU  customers as may be required.
• Endeavor to give all BMU customers great end-to-end customer experience
• Relationship management to increase client retention
• Ensure that all customer issues are escalated and  resolved

Product Knowledge   

• Learn all product details, prices, and capabilities to be equipped with all product information.
• Always provide accurate product information to customers.
• Conduct regular internal  ATS walkthroughs to ensure that our teams have a good experience with our online platform
• Demonstrate the ability to diagnose and resolve technical issues with ATS.
• Take the initiative to continuously improve your product knowledge and soft customer service skills to better serve our customers and develop your career.

Administrative and Team Building  

• Escalate unresolved issues or questions to your immediate supervisor.
• Always enter accurate and honest information into the BMU data systems.
• Capture data of high quality that can be used to better serve our customers.
• Support in building BMU conducive environment for both internal and external customers
• Weekly reporting on task progress to your supervisor or as advised
• Provide ideas, feedback, and contributions to BMU Strategy on how to improve the customer experience
• Collaborate with other departments

Any other duties as may be assigned from time to time 

Engaging all our clients MoM

• Improve website,inbound and call request conversion rates from to 25% and above
• Improve client verification to 10% and above
• Scrape 500 and more   listings from competitor websites Month on Month
• Collect at least 2 and above testimonials MoM
• Improve Google and Facebook reviews score to 4.5 and above
  
  

Qualifications, experience and skills: 

• Must hold a Degree in a relevant field from a recognised institution.
• Proficiency in CRM systems, job posting platforms, and Microsoft Office Suite.
• Excellent emotional intelligence and empathy
• Excellent  reporting skills
• Time management and  Ability to manage multiple tasks and prioritize effectively
• Excellent interpersonal skills.
• Should demonstrate both verbal and written communication (English).
• Ability to work in teams or independently.
• Critical thinking skills (ability to think outside the box).
• Good problem-solving skills (solutions-oriented)
• Good influencing and negotiation skills.
• Flexibility with the ability to work under pressure to meet deadlines.
• Willingness and desire to learn new ideas.

How to Apply:

All applications will be received and Reviewed through BrighterMonday Portal by Clicking on the 'Apply Here' section