Location: Kampala, Uganda
Industry: Business Management and Administration
Category: Customer Service
Job Type: Full-time
Deadline: Tuesday, March 25, 2025
Base Salary: Not Disclosed
Job Description
PayWay Uganda is seeking a dynamic Customer Care Supervisor to lead and optimize their customer support operations. The role is a blend of strategic leadership and hands-on customer satisfaction management. You will manage customer service across multiple channels, build strong relationships with customers, and support retention initiatives, all while collaborating with teams to meet business objectives.
Responsibilities
- Customer Support Leadership: Oversee customer service across WhatsApp, social media, phone calls, and other channels.
- Issue Resolution: Actively manage customer interactions and ensure timely resolution of queries.
- Customer Retention: Engage customer care agents in outbound calls to existing customers and retailers, supporting retention, upselling, and relationship-building.
- Cross-Department Collaboration: Work closely with Sales, Technical, and other teams to enhance customer satisfaction and align support efforts with overall business goals.
- Monitoring and Feedback: Monitor call quality, customer feedback, and satisfaction metrics. Provide ongoing training and feedback to the team.
- Satisfaction Balance: Balance customer satisfaction with company goals, finding solutions that drive mutual loyalty.
- Strategic Execution: Implement strategic guidelines from the Head of Sales and senior management to contribute to company growth through exceptional service.
Qualifications
- Bachelor’s Degree in Business Administration, Communications, Marketing, or related fields.
- 3+ years experience managing customer care teams, ideally in fintech, payments, telecom, or similar industries.
- Strong interpersonal and communication skills, with proven experience in customer relationship management.
- Ability to integrate customer service operations with sales strategies for proactive, commercially aware engagement.
- Familiarity with CRM tools and customer messaging platforms (e.g., WhatsApp Business).
- Proven ability to collaborate across teams to ensure customer success.
Work Hours
- 8-hour shifts.
How to Apply
Interested candidates can apply by clicking here.