Job Description: Manager, Customer Service

JOB ADVERTISEMENT

POSITION: MANAGER – CUSTOMER SERVICE

Location: Plot 6, Ojara Close, Mbuya, Kampala
Company: S-Line Motors LTD
Deadline for Applications: 15^TH MAY 2025

SUMMARY:

S-Line Motors LTD seeks a results-driven and experienced Manager – Customer Service to lead and oversee customer-facing operations in the Service Department. This role requires strong leadership and communication abilities, with a focus on customer satisfaction, team supervision, service process optimization, and cross-department coordination. The ideal candidate will need to be passionate about building customer loyalty and elevating service standards in a fast-paced automotive environment.

KEY RESPONSIBILITIES:

1. Team Leadership and Supervision:

• Supervise, coach, and evaluate a team of Service Advisors to ensure service excellence and team efficiency.
• Set performance expectations and provide feedback through regular performance appraisals.
• Facilitate technical and customer service training to improve staff competence and morale.
• Plan and manage daily scheduling to maintain balanced workload distribution and adequate front-desk coverage.

2. Customer Experience Oversight:

• Ensure all customers are attended to professionally and promptly.
• Review the quality and consistency of service consultations and advice given to customers.
• Address escalated concerns, service complaints, and conflict resolution swiftly and effectively.
• Oversee customer satisfaction programs and implement customer feedback systems.

3. Operational Management:

• Coordinate between the service front office, workshop, and parts departments for efficient operations.
• Ensure service estimates, job cards, invoices, and warranty processes are accurate and compliant.
• Analyze KPIs such as turnaround time, service revenue, repeat jobs, and customer retention.
• Uphold adherence to health & safety standards, internal policies, and OEM guidelines.

4. Process Improvement and Standardization:

• Develop, document, and implement standard operating procedures for all customer-facing activities.
• Streamline workflows to reduce waiting times, minimize miscommunication, and eliminate service delays.
• Stay updated on OEM service bulletins, warranty procedures, and technology updates to support the service team.
• Drive initiatives to improve customer experience and increase aftersales profitability.

5. Reporting and Communication:

• Generate and present comprehensive reports on customer satisfaction, service team performance, and improvement actions.
• Act as a key communication bridge between the front office, workshop, and executive leadership.
• Provide recommendations to management for resource allocation, customer engagement strategies, and staff development.

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in Business Administration, Automotive Management, or related field; technical diploma in automotive mechanics is an added advantage.
• At least 5 years’ experience in a customer-facing role in the automotive sector, with 2+ years in a supervisory capacity.
• Proficient in automotive service management systems, CRM tools, and MS Office Suite.
• Strong understanding of automotive maintenance, repairs, and dealership operations.
• Demonstrated ability to manage teams, resolve conflicts, and foster a culture of excellence.
• Excellent interpersonal, leadership, and problem-solving skills.
• Professional demeanor with strong verbal and written communication skills.

WORKING CONDITIONS:

• Frequent interaction with customers, technical teams, and administrative departments.
• Must be comfortable working in an active service workshop environment.
• Flexibility to work on weekends or extended hours during busy periods.

APPLICATION REQUIREMENTS – REQUIRED DOCUMENTS:

Interested candidates must submit the following documents:

1. Cover Letter – Tailored to this role, highlighting relevant leadership experience and interest in the position.
2. Updated Curriculum Vitae (CV) – Including clear details of any automotive and supervisory experience.
3. Academic Certificates – Including bachelor’s degree, diploma(s), and any technical certifications.
4. Copy of National ID or Valid Passport – For identity verification.
5. Recommendation Letter(s) – From previous supervisors or employers.
6. Two Referees – With full names, job titles, phone numbers, and email addresses.

HOW TO APPLY:

Email your complete application (compiled as one PDF document) to: recruitment@slinemotors.co.ug

SUBJECT LINE:     “your names” APPLICATION – MANAGER – CUSTOMER SERVICE

DEADLINE:

All applications must be submitted by 15^TH MAY 2025 at 17:30.
Only shortlisted candidates will be contacted for interviews.

Late applications will not be considered.

ABOUT S-LINE MOTORS LTD:

S-Line Motors LTD is Uganda’s premier independent garage specializing in German-made vehicles—Volkswagen, Audi, and others. We pride ourselves on expert diagnostics, quality repairs, customer satisfaction, and innovation in the automotive service industry.