Vacancy title:
Customer Care Manager

Jobs at:
University of Kigali

Deadline of this Job:
30th November 2018

Duty Station:
Kigali, Rwanda

Summary
Date Posted: 19th November 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

About the Company

JOB DETAILS:

Job Title: Customer Care Manager

Department: Customer Care Unit

Reports To: The University Administrator

Main Purpose of the Job- (Job Summary)

• To building timely and quality services to the University clients and other responsibilities related with various activities of the University customer relations.
  
• Improving customer service experience, create engaged customers and facilitate organic growth.
  
• Taking ownership of customers’ issues and following problems through to resolution.
  
• Setting a clear mission and deploying strategies focused towards that mission.
  
• Keeps the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations.
  
• Acts as a “Watchdog” for the customer responsiveness.
  

Main Responsibilities

• Act as a liaison; provide valid and complete product/services information and resolve any emerging problem that the University customers might face with accuracy and efficiency.
  
• Identify and assess customers’ needs, Improve customer service experience, create engaged customers and facilitate organic growth.
  
• Set a clear mission and deploy strategies focused towards that mission.
  
• Develop service procedures, policies and standards.
  
• Keep accurate records and document customer service actions and discussions.
  
• Analyze statistics and compile accurate reports.
  
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  
• Keep ahead of the University’s developments and apply best practices to areas of improvement.
  
• Control resources and utilize assets to achieve qualitative and quantitative targets.
  
• Take ownership of customers’ issues, handle their complaints, provide appropriate solution, keep records of their complaints and then give regular reports to relevant offices.
  
• Take an extra mile to engage target customers.
  

Key Deliverables (specific to this position)

• Ensuring excellent service standards,
  
• Responding efficiently to customer inquiries and,
  
• Maintaining high customer satisfaction.
  

Key Job Skills (specific to the job)

• Customer-Centric Attitude.
  
• Experience in providing customer service support.
  
• Excellent knowledge of management methods and techniques.
  
• Proficiency in English.
  
• Working knowledge of customer service software, databases and tools.
  
• Awareness of customer industry’s latest technology trends and applications.
  
• Ability to think strategically and to lead.
  
• Strong client-facing and communication skills.
  
• Advanced troubleshooting and multi-tasking skills.
  
• Customer service orientation
  

General Skills (Generic)

• Communication Skills
  
• Interpersonal Skills
  
• Customer Service
  
• Patience & Politeness
  
• Attentiveness/Effective listener
  
• Time Management Skills
  
• Counseling skills
  
• Problem-Solving skills
  

Competencies/Qualities;

• Professionalism
  
• Honesty and integrity
  
• Confidentiality
  
• Servant leadership
  
• Teamwork
  
• Result oriented
  

Job Specifications

• Master or at least a Bachelor’s Degree in Business Administration (Marketing option)
  
• Certificate of Customer Service training courses.
  
• At least five (5) years of relevant experience in handling affairs of the Organizational Customers.
  
• Submit proven working experience as a customer service manager/officer from credible organizations