The team behind the scenes of SafeBoda’s Customer Success — Part I

This October, we celebrate the International Customer Service Week under the theme; “The Power of Service!” From 4th to 8th October, 2021, we are showcasing the importance of customer service and of the people who serve and support customers on a daily basis.

From the SafeBoda customer success team are a number of Agents that rate ten out of ten and possess the power of service to excellence.

Below is the first part of two, featuring the outstanding staff that have made it a point to keep SafeBoda customer and driver satisfaction at the very best.

Maria Kintu

Maria is the Manager of SafeBoda’s Food Support & Back Office department and has seen her career grow from an IT Intern back in 2018 to traversing various roles including being a Driver Support Associate, Senior Support Associate, to Support Lead and Senior Enterprise Associate all in three years.

She is inspired by every hardworking and financially independent lady to prosper and her secret to delivering quality service is in listening with an intent to understand rather than to reply. Maria is convinced that knowing that a customer is ever right makes it easy to solve their problems, understand their desires, concerns and perspectives.

Isaac Lwanga

Isaac is the Customer Success Manager whose time at SafeBoda since he joined as an IT Assistant in June 2018 has seen him experience the brand in its whole. He has risen the ranks right from supporting the Support team as an Associate; followed by a Senior Associate role, a supervisory role in charge of Quality and Training, to the managerial role that he holds to-date.

Isaac believes that in order for one to stand out, they have to take an extra mile at whatever they do. Why? There are no roadblocks along an extra mile! As you may already picture it, he is energised by positive results.

Alex Katongole

A walk-in and back-office supervisor, Alex has risen through the ranks of SafeBoda having joined as an on-boarding department intern in 2019. Six months in, he switched to the support department where he worked in the social media and walk-in sections as an Associate, before his promotion to Senior Associate level.

Jared Kukundakwe

Jared is a Customer Success Associate that joined SafeBoda in September 2019 as a Brand Ambassador assisting with driver recruitment, came on board as an Intern driver trainer in February 2021, before becoming an Intern Telesales agent handling customer on-boarding.

He attributes his performance to his ability to comprehend customer and driver challenges in his goal to satisfy their needs and solve their problems. Did you know that Jared is a SafeBoda driver? Yes, he is SB18152, and his core values in life are Safety and Personal Integrity!

Esther Victoria Nabirumbi

Esther is a Customer Service Associate, who’s barely a year old at SafeBoda, having joined in February 2021 as an on-boarding trainer. Her journey through the Customer Success team ranks since May has developed her skills and bolded her interest in customer satisfaction.

She believes that great customer service is the holy grail of business, and that being real means a lot if you have to deal with a customer. Esther is a church girl! To her, Sunday is all about God while Saturday is all about friends!

The profiles continue to part II… here!