Customer Service Manager

About YooKatale

YooKatale operates as a mobile food market facilitating the buying, selling, and advertising of food products and related services throughout Uganda. Serving both household and commercial clients, its mission centers on making food accessible everywhere and fostering connections to healthy food options across communities. YooKatale integrates both physical and digital technologies to create hybrid solutions that address everyday societal needs. The company culture prioritizes a customer-first mindset, supports employee well-being, and respects all stakeholders with core values emphasizing customer focus, respect, simplicity, authenticity, curiosity, and resilience.

Role Overview

The Customer Service Manager role is a full-time position based in Central Uganda, featuring a hybrid work setting with some allowance for remote work. This leadership role entails managing customer support operations for YooKatale’s mobile food platform. Responsibilities include overseeing customer service teams, managing customer inquiries and resolutions across various communication channels, and maintaining high standards of customer satisfaction.

Key Responsibilities

• Lead and supervise customer service teams to deliver efficient support.
• Manage issue resolution processes and respond to customer inquiries across multiple platforms.
• Track and analyze service performance metrics to identify areas for improvement.
• Gather and assess customer feedback and implement process, policy, and tool enhancements accordingly.
• Collaborate with different departments to uphold seamless service delivery.
• Develop training materials and coach team members for optimal performance.
• Embody and promote YooKatale’s customer-centric values in all service interactions.

Qualifications and Skills

• Proven experience in customer service management and supporting customer-facing teams.
• Demonstrated commitment to enhancing customer satisfaction and loyalty.
• Exceptional communication proficiency, both verbal and written, for effective customer engagement and internal coordination.
• Strong analytical capabilities to interpret service data and drive actionable improvements.
• Background in food, retail, e-commerce, or technology sectors is advantageous.
• Ability to operate effectively in hybrid work environments and dynamic, fast-paced settings.
• Experience in leadership roles involving coaching and team performance management.
• Preferred educational qualifications include a diploma or degree in Business, Communications, Management, or related disciplines.