Location: Uganda
Our client, the largest franchisee of French giant group CARREFOUR owned and operated by MAJID AL FUTTAIM in Uganda is looking for a Customer Care Coordinator. The middle East based group is currently operating more than 375 Carrefour Stores in 17 countries with more than 37000 employees

Duties and Responsibilities
Identification of Customer Concerns
• Support customer needs and provide recommendations that contribute to customer service enhancements
• Implement effective processes to monitor customer issues and feedback to better understand key concerns
• Implement and support customer satisfaction and experience surveys to help identify specific customer satisfaction drivers
• Understand all aspects of operations as well as industry trends and opportunities in order to improve, prioritize and leverage customer experience programs

Customer Experience Improvement
• Contribute to the design and implementation of customer experience improvement programs in collaboration with Customer Care Manager
• Coordinate with internal stakeholders and Customer Care Manager to identify and develop customer service management best practices
• Implement a structured Customer Relationship Management (CRM) process, including sales analysis, after-sales follow up, and future contact cycles in order to enhance customer retention strategies
• Support mystery shopping activities and ensure adequate information is collected and analysed Execute end-to-end management of customer care projects

Human Capital Responsibilities
• Proactively identify and seek professional development opportunities to improve leadership and technical skills pertaining to the direct line of work
• Apply and follow MAF Retail’s Human Capital corporate policies and relevant procedures and instructions
• Provide training and feedback to direct reportees when required

Definition of Success
• Identification of customer concerns
• Developed initiatives to improve customer experience
• Resolved complaints in a timely manner
• Successful implementation of initiatives
• Customer satisfaction

Minimum Qualifications/Education
• Bachelor’s Degree in Marketing, Business Administration, Commerce or relevant

Minimum experience
• 5+ years in a similar position
• 2+ years of experience working within the retail industry