ASSISTANT MANAGER - CUSTOMER CARE
Location: Ntinda Industrial Area (Opposite Britania Allied Industries), Kampala, Uganda
Position Type: Full-time
Department: Customer Experience / Service Operations
POSITION OVERVIEW
We are looking for an experienced and proactive Assistant Manager - Customer Care to lead our customer support team and drive an excellent customer experience. In this role, you will be responsible for supervising daily support operations, managing customer escalations, tracking service performance metrics, and building a high-performing, service-oriented team.
KEY DUTIES & RESPONSIBILITIES
- Team Leadership & Supervision: Lead, coach, and guide the support team to ensure consistently high levels of customer satisfaction and service efficiency.
- Customer Experience & Operations: Oversee day-to-day customer care activities across all support channels to guarantee exceptional service standards.
- Escalation Management: Handle complex customer issues and severe escalations promptly, ensuring fair resolution and maintaining client trust.
- Reporting & Performance Tracking: Prepare regular customer care performance reports, tracking key service level metrics, ticket resolutions, and feedback trends for management.
- Process Improvement: Identify service bottlenecks, refine support workflows, and implement customer feedback to continuously elevate team standards.
JOB REQUIREMENTS & QUALIFICATIONS
Education: Bachelor’s degree in Business Administration, Communications, Public Relations, or a related field.
Experience:
- 3–5 years of progressive experience in Customer Care or Support operations.
- At least 1 year of leadership experience in a supervisory or team lead capacity.
Core Competencies:
- Strong leadership and team coaching skills.
- Proven capability in escalation handling and dispute resolution.
- Excellent reporting, analytical, and communication skills.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section