AVAILABLE POSITION: Customer Care Manager

NUMBER OF POSITIONS: 1 [one]

DIVISION: Customer service

REPORT TO: GM

 PRINCIPAL DUTIES AND RESPONSIBILITIES.

• Ensure that customers are satisfied with provided service
• Investigating and solving customers problems and set solution measures
• Handling customer complaints or any major incidents such as technical issues or internet issues
• investigating customers problems and issuing refunds or compensation in case needed
• Keeping accurate records of correspondence with customers
• Analyzing statistics or data to determine the level of customer services the company is providing and set new strategies to improve services
• Handling difficult customers complain to the respective department and make sure it resolved in the right times.
• Knowledge of all company’s products, keep on updating to the new ongoing products.
• Regular training to mango staff on how to deliver high standard customer services
• Communicate with other managers to discuss possible improvements for better customer service.
• Meetings with customers and get their view on provided services
• Supervising teams that directly meet with customers.

REQUIREMENTS:

Education: Bachelor degree in Business administration or related field

Experience: More than 2-year of working experience in the same position

Computer skill: Proficiency

Personal qualities: commitment to excellent customer service

Languages:   English, French, and Kinyarwanda