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Customer Care Manager job at GOGO Electric| Apply Now
Kampala, Uganda
Full Time
Are you looking for Public Relations Jobs uganda 2024 today?, then you might be interested in Customer Care Manager job at GOGO Electric
GOGO Electric is a pioneering company dedicated to revolutionizing the electric vehicle (EV) industry by providing high-quality, affordable electric motorcycles designed to create sustainable urban mobility solutions. With a commitment to reducing carbon emissions and promoting green energy alternatives, GOGO Electric has earned a solid reputation for its innovative designs, reliable products, and strong environmental impact.
The company fosters a dynamic and collaborative work culture that encourages innovation, continuous learning, and personal growth, offering employees a chance to work on groundbreaking technologies in a fast-growing industry. Over the years, GOGO Electric has expanded its operations internationally, introducing affordable and eco-friendly alternatives for everyday commuters in multiple markets.
The company’s business model emphasizes innovation and a customer-centric approach, ensuring that each product is both functional and accessible to a broad range of consumers. With a core set of values that include sustainability, innovation, and social responsibility, GOGO Electric is committed to empowering communities through environmentally responsible transportation solutions. Its corporate social responsibility initiatives focus on promoting clean energy adoption, reducing environmental footprints, and enhancing local communities’ well-being. GOGO Electric continues to grow, expanding its reach and market presence globally. For more information, visit www.gogoelectric.com.
Customer Care Manager job at GOGO Electric
GOGO Electric
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.
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.
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
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.
APPLICATIONS FOR THIS POSITION MUST BE ONLINE
Click the "Apply Button" Below to submit your Application
