Admin Jobs - Customer Care and Communications Officer at Heavenly Cakes

Organization: Heavenly Cakes

Reports to: Head of

Communication, PR and Marketing

Duty Station: Kampala,

Uganda

Heavenly Cakes

Ltd specializes in specialty cakes, wedding cakes, cupcakes, pastries and desserts.

Job Summary: The Customer Care

and Communications Officer will be responsible for ensuring the all clients and

visitors to Heavenly cakes are well received and given the attention they

require; and that all communication and documents passing through the front

office are appropriately handled. The incumbent will also provide and promote a

professional, high quality, front line customer focused telephone service to

all callers and clients on social media. He/she shall deliver a service to meet

the individual needs of all customers and wherever possible resolving enquiries

at first point of contact.

Key Duties and Responsibilities:  

·        
The Customer Care and Communications Officer will

serve as the first point of contact for all callers to the Customer Service

Centre and ensure that a high quality of service is delivered at all times.

·        
The job holder will have full knowledge and ability

to help process customer enquiries/orders and accurately maintain all records

in a timely critical environment including translation services to help meet

the individual needs of Heavenly cakes customers.

·        
Manage all Heavenly cakes social media sites

efficiently and effectively

·        
Identify customer needs, and utilize appropriate

questioning and listening skills to identify and offer appropriate solutions

and ensure that customers are advised of alternative communication methods

including SMS, WhatsApp, Facebook, twitter and email facilities.

·        
Make arrangements for the safe custody and proper

usage of all front desk equipment; keep a safe and healthy environment in the

reception area.

·        
Expeditiously follow approved procedures when

transferring a call to another member of staff or for specialist advice.

·        
Perform all administrative tasks and any necessary

follow-up work relating to Customer Service.

·        
Develop commitment to equal opportunities and to

promote nondiscriminatory practices in all aspects of work undertaken.

·        
Maintain front desk records, prepare and submit

weekly reports on the activities of the Front Desk

·        
Perform any other duties that may reasonably be

commensurate with the level of this post by the Head of Communication, PR and

Marketing.

Qualifications, Skills and Experience:  

·        
The ideal candidate for the Customer care and public

relations officer vacancy should preferably hold a Bachelor’s degree with

honours in Communication Studies, Development Studies, Secretarial Studies,

Business Administration, public administration, diplomacy, Social Sciences,

Liberal Arts or other related area.

·        
At least three years’ of related experience in the

area of customer care, communications, PR, Protocol in a reputable

organization.

·        
Possession of a Certificate in Customer Care   

·        
Excellent computer skills including internet and social

media

·        
Excellent communication skills that enable

information flow, rendering of help and provision of advice to customers

·        
Listening skills that enable them to understand exactly

what customers require;

·        
Confidence, patience, politeness, tact and diplomacy

when dealing with difficult situations;

·        
Creative thinking that enables them to come up with

new ideas aimed at improving customer service standards;

·        
Possess organizational skills, prioritizing requests

and department activities while managing interruptions and attending to details

to complete tasks within deadlines

·        
Good personal presentation/appearance, especially when

working with customers face to face; and

·        
Show commitment to improving your own customer

service skills on an ongoing basis.

·        
Demonstrated ability to work well under pressure;

·        
Good language abilities in English and Luganda, Swahili

All suitably

qualified and interested candidates should send their applications together

with:

·        
Attached copies of all academic qualifications (transcripts

and certificates);

·        
Detailed CVs and mobile telephone numbers;

·        
Three work references and or/academic references;

Send the

complete applications via soft copy only to heavenlycakesug@gmail.com and

address them to;

Deadline: 20^th November, 2015 by 5:00 PM