Job Summary:

The primary role of a Call Centre Agent is to deliver exceptional customer service by handling inbound and outbound customer calls, responding to inquiries, resolving complaints, providing accurate information, and ensuring a positive customer experience through professional and efficient communication

Key Duties and Responsibilities

• Answer incoming customer calls promptly and professionally.
• Respond to customer emails, WhatsApp messages, and social media inquiries where applicable.
• Provide accurate information about the company's products and services.
• Resolve customer complaints and concerns efficiently and courteously.
• Escalate complex customer issues to the Team Leader or Supervisor when necessary.
• Maintain accurate records of customer interactions in the call management system.
• Follow up on customer inquiries to ensure timely resolution.
• Meet individual and team performance targets, including quality and productivity standards.
• Promote and upsell company products and services where appropriate.
• Report system or communication equipment faults to the relevant department.
• Maintain confidentiality of customer information at all times.
• Stay updated on company products, services, and operational procedures.
• Prepare daily call logs and reports as required.
• Perform any other duties assigned by management

Qualifications and Experience

• Bachelor's Degree in any field.
• 1 years’ experience in a call centre or customer service environment.
• Must be willing and able to work night shifts.
• Uganda Certificate of Education (UCE) with Credits in English Language and Mathematics.
• Proficiency in Microsoft Office applications and general computer use.
• Knowledge of customer service principles and best practices.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Good typing and data entry skills.
• Ability to remain calm and professional under pressure.
• Strong interpersonal and customer service skills.

• Answer incoming customer calls promptly and professionally.
• Respond to customer emails, WhatsApp messages, and social media inquiries where applicable.
• Provide accurate information about the company's products and services.
• Resolve customer complaints and concerns efficiently and courteously.
• Escalate complex customer issues to the Team Leader or Supervisor when necessary.
• Maintain accurate records of customer interactions in the call management system.
• Follow up on customer inquiries to ensure timely resolution.
• Meet individual and team performance targets, including quality and productivity standards.
• Promote and upsell company products and services where appropriate.
• Report system or communication equipment faults to the relevant department.
• Maintain confidentiality of customer information at all times.
• Stay updated on company products, services, and operational procedures.
• Prepare daily call logs and reports as required.
• Perform any other duties assigned by management

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Good typing and data entry skills.
• Ability to remain calm and professional under pressure.
• Strong interpersonal and customer service skills.

• Bachelor's Degree in any field.
• 1 years’ experience in a call centre or customer service environment.
• Must be willing and able to work night shifts.
• Uganda Certificate of Education (UCE) with Credits in English Language and Mathematics.
• Proficiency in Microsoft Office applications and general computer use.
• Knowledge of customer service principles and best practices.