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Customer Services Manager (X1)
Mulonga Water Supply and Sanitation Company Ltd is a dynamic and vibrant Company providing water and sanitation services in the Municipalities of Chingola, Mufulira and Chililabombwe. At Mulonga, all employees play a crucial role in moving the company “towards purified excellence”. Thus Mulonga acknowledges the importance of having a team that will actualize its objectives and ultimately transform Mulonga into “the most admired utility in Africa”. To ensure this is achieved, Mulonga commits to attract and retain the best employees through a systematic talent management process. Applications are now invited from suitably qualified candidates to join the team in the position of Customer Services Manager.
Purpose of the Job
Developing objectives for the call centre’s day-to-day activities. Conducting effective resource planning to maximize the productivity of resources (people, technology etc.). Collecting and analyzing call-center statistics (customer service metrics such as types of common complaints from each area, time taken to resolve complaints, waiting time of callers etc.).
Main Accountabilities
Develops objectives for the call centre’s day-to-day activities. Collects and analyses call-centre statistics (customer service metrics etc.). Assumes responsibility of budgeting and tracking expenses. Hires, coaches and provides training to personnel to maintain high customer service standards. Monitors and improves telephone handling and other procedures. Evaluates performance with key metrics (accuracy, call-waiting time etc.). Develops and implements customer service policies and procedures. Reviews and assesses customer service contracts. Oversees the achievement and maintenance of agreed customer service levels and standards. Directs the daily operations of the customer service team. Plans, prioritizes and delegates work tasks to ensure proper functioning of the department. Reviews customer complaints. Tracks customer complaint resolution. Handles complex and escalated customer service issues. Monitors accuracy of reporting and database information. Analyses relevant data to determine customer service outputs. Identifies and implements strategies to improve quality of service, productivity and profitability. Identifies and addresses staff training and coaching needs.
Knowledge and Skill Requirements
Full Grade 12 School Certificate with merit in English. Degree in a Business course. Minimum 5 Years post qualification experience in similar role. Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures. Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.). Proficient in MS Office and call centre equipment/software programs. Outstanding communication and interpersonal skills. Excellent organizational and leadership skills with a problem-solving ability. Ability to drive a manual motor vehicle.
Job Application Procedure
If you have the necessary competences/qualifications we are looking for, please submit your application together with a comprehensive C.V. as one document including your
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