Related Jobs
%20(1).jpg)
.jpg)
.jpeg)
Related Jobs
Job Summary
Job Title:
Customer Service Team Leader
Employer:
BURN
Location:
Country:
Contract Type:
Full-time
Job Category:
Public Relations Jobs
Number of Positions:
1
Deadline:
Monday, 13 May 2024
Related Jobs
Share this Job
Customer Service Team Leader job at BURN | Apply Now
Kampala, Uganda
Burn Manufacturing is a leading clean energy company committed to designing, manufacturing, and distributing fuel-efficient and environmentally friendly cookstoves that improve lives while reducing carbon emissions. With a reputation for innovation and sustainability, Burn has received global recognition for its high-quality, durable, and energy-saving products that empower households and businesses across Africa.
The company fosters a dynamic and inclusive work culture, offering employees opportunities for growth, skill development, and meaningful contributions to environmental sustainability. Burn Manufacturing provides a range of job opportunities in engineering, production, sales, and administration, with flexible work arrangements that promote a positive work-life balance.
Since its establishment, the company has continuously evolved, investing in research and development to enhance stove efficiency and expand its product line to include solar-powered and biomass-fueled solutions. Operating with a scalable and impact-driven business model, Burn Manufacturing serves millions of customers across multiple countries and continues to expand its reach. Its core values revolve around sustainability, innovation, customer satisfaction, and social impact.
Through its corporate social responsibility initiatives, the company actively supports clean energy adoption, reduces deforestation, and promotes economic empowerment in local communities. For more information on Burn Manufacturing’s products, impact, and career opportunities, visit their official website.
Are you looking for Public Relations Jobs in Uganda 2024? If yes, then you might be interested in Customer Service Team Leader job at BURN
Full-time
Deadline:
13 May 2024
Customer Service Team Leader job at BURN
BURN
Job Description
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Find application details and links on the AfriCareers Jobs Portal:
-
Click the Apply button below
-
New users: Select Create Profile and complete the Profile Creation Wizard
-
Existing users: Log in and update your profile if needed
-
Go to the "Jobs" tab
-
Read the detailed job description, Roles and Qualifications.
-
Submit your application via the jobs portal
-
Track progress under "My Applications" tab
Important Note: Some employers now hire directly on the AfriCareers New Jobs Portal — keep your profile updated so employers can easily view your CV and hire you instantly.
Performance Management & Tracking:
Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
Maintain the CTA Tracker.
Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.
Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).
Fair and consistent application of performance management and disciplinary measures as necessary.
Support the team in achieving daily, weekly, and monthly sales and debt collection targets.
Operational Management:
Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs.
Ensure adherence to the Workforce Plan.
Keep up-to-date with business development and new product lines.
Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.
Work with the management team to identify and deliver positive change and business efficiencies.
Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
Escalate any appropriate problems to management.
Team Leadership:
Work closely with the team, providing motivation and coaching to enhance individual and collective performance.
Host daily pre/post-shift meetings.
Attend all calibration sessions.
Maintain training and development plans for all team members.
Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.
Process Proficiency:
Demonstrate proficiency in debt collection and/or Pay-go processes.
Other Duties and Responsibilities:
Perform other responsibilities and miscellaneous duties as requested or assigned by management.
BURN Ambassador
Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement in the services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Excellent verbal communication and interpersonal skills
Fluent in English
Highly organized, punctual, and professional
Proactive attitude and takes initiative to problem solve.
Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
Working knowledge & experience in using MS Excel for data analysis and reporting.
Experience in leadership roles and/or organizing events.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
