JOBS: UDA RAPID TRANSIT-CUSTOMER CARE MANAGER

Department:

People & Change Tanzania

Job type:

Permanent

Closing date:

17-Jul-15

Reference Number:

130-PEO00471

UDA Rapid Transit

Our client UDA Rapid Transit was formed in 2014 in order to provide accessible, safe and quality passenger transport services to customers in an efficient and cost effective manner. With a vision to be the largest regional road passengers transport operator in cities and towns of Eastern, Southern and Central Africa, linking regions and districts and connecting countries. The Company has recently been awarded the right to operate the Dar es Salaam Bus Rapid Transit (DART Project).They therefore wish to employ a Customer Care Manager. The Customer Care Manager will report to the Head of Operations.

Roles & Responsibilities

•Actively participate in supporting business strategy through the effective leadership development of customer service employees and partnership with members of the supervisory and management teams through multiple functional areas;
•Manage, lead, and motivate employees;
•Partner with the management team to align customer care policies and systems with the company's objectives;
•Oversee customer issues and ensure effective and long-term problem resolution;
•Develop and implement procedures pertinent to the effective and efficient operation of the Customer Care Department;
•Monitor programs and procedures to ensure timely assistance to needy commuters and achieve customer satisfaction;
•Set performance standards to meet service goals of the company;
•Successfully supervise and lead employees through ongoing communication, evaluation, teaching, coaching, feedback and role modeling;
•Develop and facilitate effective performance reviews to ensure employees understand their contribution to the Company’s business strategy, provide constructive feedback and foster an environment of empowerment and accountability;
•Lead by example by demonstrating UDA-RT’s Vision & Values, and executing UDA-RT’s mission and business strategies;
•Develop and create feedback mechanisms regarding service failures or customer complaints
•Coordinate and ensures measures are in place to assist commuters with special needs (children, people with disability, pregnant women, elders, or sick people); and
•Perform other duties and projects as assigned by management.

Requirements

•5 to 7 years of supervisory experience in a customer service environment, preferably Call Center experience;
•Bachelor’s degree in Business or related field;
•Demonstrated ability to work in a fast-paced, results oriented and dynamic work environment.
•Ability to work with minimal supervision; and
•Must have a demonstrated history of fostering a continuous improvement culture. 

Additional Information

A competitive package will be offered depending on the experience and qualifications of the successful applicant.

If you believe your career objectives match this challenging role, please apply online via our recruitment channel http://www.pwc.com/tz/en/executive-search/index.jhtml by Friday 17th July

Only shortlisted applicants will be contacted.

Field 5

In addition, please attach a cover letter and resume that contains details of your qualifications, experience and present positions. Within your resume, provide names and contact information for three referees.

Additionally, you will be required to attach relevant copies of your academic and professional certificates.