Customer Care and Communications Officer Jobs - Zoe Recruitment

Organisation: Zoe Recruitment

Duty Station:  Kampala,

Uganda

Reports to: Head of Communication, PR and Marketing

Zoe

Recruitment is an HR consultancy company that exists to contribute to the

transformation of productivity and work ethic, by linking talent to

business/organizations, and placing people right. At Zoe we believe this then

forms the foundation for sustainable business and on a larger scale, economic

growth. Zoe would like to recruit for a valuable client in the hospitality

industry specializing in cakes, pastries among others.

Job Summary: The Customer Care and Communications Officer will

mainly ensure that all clients and visitors 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 officer will take responsibility for
  
  being 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.


• 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 customers.


• Manage all 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.


• The jobholder will also 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.


• Conduct 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.

Qualifications, Skills and Experience:  

• The Customer care and public relations
  
  officer should preferably hold a qualification with honours in
  
  Communication Studies, Development Studies, Secretarial Studies, Business
  
  Administration, public administration, diplomacy, Social Sciences, Liberal
  
  Arts or other related area.


• Working experience in the area of customer
  
  care/communications/PR/Protocol in a reputable organization.


• Excellent computer skills including internet
  
  and social media


• Excellent communication skills that enable
  
  information flow, rendering of help and provision of advice to customers


• Good 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;


• 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

How to Apply:  

All

suitably qualified and interested candidates are encouraged to apply online

through Zoe’s e-recruitment portal at the link below together with:

• Attached copies of all academic
  
  qualifications (transcripts and certificates);


• Detailed CVs and daytime mobile telephone
  
  numbers;


• Three work references and or/academic
  
  references;

Deadline: 11^th April 2016