Description

Nile Breweries Limited is hiring CIC Agent to serve as the primary point of contact for customers, managing inquiries, resolving issues efficiently, and delivering a seamless customer experience that consistently meets and exceeds expectations.

Key Roles and Responsibilities:

• Respond to Customer Inquiries, handle incoming calls and messages from customers, providing timely and accurate responses to their queries.
• Resolve Customer Complaints, investigate and resolve customer complaints in a fair, professional, and courteous manner.
• Provide Product Information: Offer detailed information about Nile Breweries Limited’s products, including features, benefits, and pricing.
• Process Orders and Requests, assist customers with placing orders.
• Collaborate with Internal Teams, work closely with our internal teams, such as Sales, Marketing, and Logistics, to resolve customer issues and improve overall customer experience.
• Maintain Accurate Records: Keep accurate records of customer interactions, including calls, emails, and social media conversations.
• Identify and Escalate Issues: Identify and escalate complex customer issues to the Customer Experience Center Manager or other relevant teams.
• Participate in Quality Assurance: Participate in quality assurance initiatives to ensure that customer interactions meet the required standards.

Key Attributes and Competencies:

• Fluent in English and Luganda (or other local languages)
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Proficient in Microsoft Office and CRM software

Minimum Requirements:

• A Diploma in a relevant field (e.g., Business Administration, Marketing, Communications)
• At least 2 years of experience in a customer-facing role, preferably in a call center or customer service environment.
• Relevant certifications in customer service or call center management (e.g., ICMI, CCMP) are added as advantage.

• Respond to Customer Inquiries, handle incoming calls and messages from customers, providing timely and accurate responses to their queries.
• Resolve Customer Complaints, investigate and resolve customer complaints in a fair, professional, and courteous manner.
• Provide Product Information: Offer detailed information about Nile Breweries Limited’s products, including features, benefits, and pricing.
• Process Orders and Requests, assist customers with placing orders.
• Collaborate with Internal Teams, work closely with our internal teams, such as Sales, Marketing, and Logistics, to resolve customer issues and improve overall customer experience.
• Maintain Accurate Records: Keep accurate records of customer interactions, including calls, emails, and social media conversations.
• Identify and Escalate Issues: Identify and escalate complex customer issues to the Customer Experience Center Manager or other relevant teams.
• Participate in Quality Assurance: Participate in quality assurance initiatives to ensure that customer interactions meet the required standards.

• Fluent in English and Luganda (or other local languages)
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Proficient in Microsoft Office and CRM software

• A Diploma in a relevant field (e.g., Business Administration, Marketing, Communications)
• At least 2 years of experience in a customer-facing role, preferably in a call center or customer service environment.
• Relevant certifications in customer service or call center management (e.g., ICMI, CCMP) are added as advantage.