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Lead Customer Service Management job at YOYA Technologies Ltd | Apply Now

Are you looking for administrator jobs in Uganda 2024 today? then you might be interested in Lead Customer Service Management job at YOYA Technologies Ltd

Kampala, Uganda

Full Time

Deadline: 

6 Nov 2024

About the Organisation

YOYA Technologies Limited is a leading software entity in Uganda, dedicated to developing innovative approaches in revenue collection, accountability, and digital transformation.

Our core values — Continuous Improvement, Integrity, Responsibility, and Respect — drive everything we do. We are committed to fostering a customer-centric culture that collaborates with partners to position our customers for competitive advantage and enhanced business experiences.

Job Title

Lead Customer Service Management job at YOYA Technologies Ltd

YOYA Technologies Ltd

Job Description

The Lead Customer Service Officer in the Business Operations department plays a critical role in ensuring exceptional support and service for internal and external stakeholders. This position involves managing a team of customer service representatives, troubleshooting technical issues, and fostering efficient communication between IT and users to enhance overall service delivery.

Duties, Roles and Responsibilities

Key Responsibilities

On-site Customer Engagement:

  • Conduct regular visits to customer sites to understand their IT needs and gather feedback on service performance.

  • Build and maintain strong relationships with key client stakeholders to foster trust and ensure satisfaction.


Service Coordination:

  • Coordinate and oversee the execution of IT operations activities on-site, ensuring that services are delivered in accordance with customer expectations and contractual agreements.

  • Work closely with technical teams to prioritize and schedule on-site support interventions.


Issue Resolution:

  • Act as the primary point of contact for on-site issues, facilitating quick problem resolution and ensuring minimal disruption to customer operations.

  • Escalate unresolved issues to appropriate teams while maintaining communication with customers about status and resolution timelines.


Feedback and Reporting:

  • Collect and analyze customer feedback to identify trends and areas for improvement in service delivery.

  • Prepare and present regular reports on customer satisfaction, service quality, and operational performance to management.


Training and Support:

  • Provide training sessions for customers on IT systems and tools to enhance their user experience and operational efficiency.

  • Support customers in troubleshooting and resolving technical issues during on-site visits.


Collaboration with Internal Teams:

  • Collaborate with various internal teams, including technical support, project management, to ensure alignment and timely communication of customer needs and expectations.

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SERVICES

COMMERCIAL

SERVICES

INDUSTRIAL

SERVICES

RESIDENTIAL

SERVICES

COMMERCIAL

SERVICES

INDUSTRIAL

SERVICES

RESIDENTIAL

SERVICES

COMMERCIAL

SERVICES

COMMERCIAL

SERVICES

COMMERCIAL

SERVICES

COMMERCIAL

SERVICES

INDUSTRIAL

SERVICES

RESIDENTIAL

Qualifications, Education and Competencies

Job Specifications

Education: 

  • Bachelor's degree in Information Technology, Software Engineering, Computer Science or a related field.


Experience: 

  • Minimum of 3-5 years in IT support or operations, with experience in customer-facing roles preferred.


Technical Skills:

  • Proficiency in IT systems, networking, and troubleshooting; familiarity with ITIL or other service management frameworks is a plus.


Certifications:

  • Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.


Technical Skills:

  • Knowledge of customer relationship management (CRM) software.

  • Proficiency in remote support tools and ticketing systems.

  • Experience with data analysis tools to assess customer feedback and performance metrics.


Personal Attributes

Strong Communication Skills:

  • Ability to articulate technical information clearly to non-technical audiences, ensuring customers understand solutions and processes.


Problem-Solver:

  • Demonstrated aptitude for analyzing issues and providing effective solutions quickly, particularly in high-pressure situations.


Customer-Centric Mindset:

  • A commitment to prioritizing customer needs and ensuring their satisfaction, exhibiting empathy and responsiveness.


Adaptability:

  • Flexible and able to pivot quickly in response to changing customer requirements or unexpected challenges.


Team Player:

  • Collaborative spirit, willing to work closely with internal teams to achieve common goals and enhance service delivery.


Proactive Attitude:

  • Takes initiative to identify potential issues before they arise and implements solutions to prevent them, showing foresight and planning ability.


Time Management Skills:

  • Strong organizational skills to effectively manage multiple customer accounts and service requests simultaneously.


Technical Curiosity:

  • A genuine interest in technology and a desire to learn about new tools, solutions, and industry trends to better serve customers.

How to Apply

All candidates should send their updated CVs via Email to: recruitment@yoyatechnologies.com

Deadline: 6th November 2024

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