Call Centre Officer
2026-01-22T18:39:41+00:00
Cairo bank
https://cdn.greatugandajobs.com/jsjobsdata/data/employer/comp_3687/logo/Cairo%20Bank%20Uganda.png
https://cbu.co.ug/
FULL_TIME
Kampala, Uganda
Kampala
00256
Uganda
Banking
Customer Service, Admin & Office, Business Operations
2026-01-29T17:00:00+00:00
8
About Organisation:
Cairo Bank Uganda was incorporated on 11th July, 1994. The Bank was formerly known as Cairo International Bank owned by the three leading Egyptian Banks namely; Banque Du Caire, Bank Misr and National Bank of Egypt. In 2019, it became a fully owned subsidiary of Banque Du Caire (BDC). The shareholder consolidation in 2019 was on the back of expanding its presence across Africa whilst providing an entry point into the COMESA market.
Job Summary:
The Call Centre Officer is responsible for delivering prompt, accurate, and courteous service to customers through inbound and outbound calls, emails, chats and other digital channels.
Reports to:
Customer Service Supervisor
Key Duties and Responsibilities:
Customer Service Support
- Handle inbound and outbound customer calls professionally and efficiently.
- Respond to customer inquiries, requests and complaints across multiple channels (Calls, emails, chats, social media etc.) within stipulated time frame
- Provide accurate information on products, services, processes and policies.
- Resolve customer issues at first contact where possible and escalate complex cases appropriately.
- Follow-up on unresolved cases to ensure timely resolution and customer satisfaction.
Complaint Handling and Management
- Accurately Log, escalation and update all customer interactions and complaints in the CRM system
- Investigate customer issues and provide clear, timely feedback
- Adhere to complaint handling procedures and regulatory guidelines.
- Identify recurring issues and escalate trends for improvement.
- Ensuing customer complaints are resolved within the expected timelines of 48 hours.
Service Quality & Performance
- Meet individual and team KPIs including call handling time, first call resolution, customer satisfaction and quality scores
- Comply with service level agreements (SLAs) and internal service standards.
- Participate in quality assurance reviews and coaching sessions.
- Maintain high standards of professionalism, courtesy and empathy in all interactions.
Compliance and Process Adherence
- Comply with the bank policies, data privacy, confidentiality and regulatory requirements.
- Follow approved scripts, procedures and escalation protocols.Ensure accurate verification of customers before providing information or processing requests.
Continuous Improvement and Teamwork
- Provide feedback on customer pain points and process gaps
- Participate in training, team meetings and service improvement initiatives
- Support team goals and contribute to a customer-centric culture.
Social media Management
- Receives and respond to daily inquiries and Complaints received from all social Media Platforms (WhatsApp, Facebook, LinkedIn and Instagram)
- Capture all social Media interactions on CRM Tool daily.
- Generating feedback to customers, create and maintain daily reports
Telemarketing
- Conducts outbound calls to existing and prospective customers to promote products and services.
- Generate qualified leads and convert calls into successful sales and appointments
- Explain product features, benefits, pricing and promotions clearly and confidently.
- Identify customer needs and recommend suitable products or services.
- Assisting the bank in the implementation of new product launches via advertising to existing and potential clients with use of modes of communication of the Call Centre.
Qualifications, Skills and Experience:
Qualifications
- A Bachelor’s degree from a reputable University.
Experience.
- Bachelor’s degree.
- Experience in a call center or customer service environment (banking or service industry preferred)
- Experience using CRM or Call Center Systems is an added advantage.
- Broad knowledge on banking operations and controls, and products/ services offered by bank.
- Ability to work within multiple systems.
- Effective time management and prioritization skill
Skills and competencies.
- Good communication
- Interpersonal skills
- Analytical and Problem Solving
- Accuracy / Attention to detail
- Product and service knowledge.
- High level of integrity.
- Initiative and creativity
* Handle inbound and outbound customer calls professionally and efficiently. * Respond to customer inquiries, requests and complaints across multiple channels (Calls, emails, chats, social media etc.) within stipulated time frame * Provide accurate information on products, services, processes and policies. * Resolve customer issues at first contact where possible and escalate complex cases appropriately. * Follow-up on unresolved cases to ensure timely resolution and customer satisfaction. * Accurately Log, escalation and update all customer interactions and complaints in the CRM system * Investigate customer issues and provide clear, timely feedback * Adhere to complaint handling procedures and regulatory guidelines. * Identify recurring issues and escalate trends for improvement. * Ensuing customer complaints are resolved within the expected timelines of 48 hours. * Meet individual and team KPIs including call handling time, first call resolution, customer satisfaction and quality scores * Comply with service level agreements (SLAs) and internal service standards. * Participate in quality assurance reviews and coaching sessions. * Maintain high standards of professionalism, courtesy and empathy in all interactions. * Comply with the bank policies, data privacy, confidentiality and regulatory requirements. * Follow approved scripts, procedures and escalation protocols.Ensure accurate verification of customers before providing information or processing requests. * Provide feedback on customer pain points and process gaps * Participate in training, team meetings and service improvement initiatives * Support team goals and contribute to a customer-centric culture. * Receives and respond to daily inquiries and Complaints received from all social Media Platforms (WhatsApp, Facebook, LinkedIn and Instagram) * Capture all social Media interactions on CRM Tool daily. * Generating feedback to customers, create and maintain daily reports * Conducts outbound calls to existing and prospective customers to promote products and services. * Generate qualified leads and convert calls into successful sales and appointments * Explain product features, benefits, pricing and promotions clearly and confidently. * Identify customer needs and recommend suitable products or services. * Assisting the bank in the implementation of new product launches via advertising to existing and potential clients with use of modes of communication of the Call Centre.
* Good communication * Interpersonal skills * Analytical and Problem Solving * Accuracy / Attention to detail * Product and service knowledge. * High level of integrity. * Initiative and creativity
* A Bachelor’s degree from a reputable University. * Bachelor’s degree. * Experience in a call center or customer service environment (banking or service industry preferred) * Experience using CRM or Call Center Systems is an added advantage. * Broad knowledge on banking operations and controls, and products/ services offered by bank. * Ability to work within multiple systems. * Effective time management and prioritization skill
JOB-69726eede6553
Vacancy title:
Call Centre Officer
[Type: FULL_TIME, Industry: Banking, Category: Customer Service, Admin & Office, Business Operations]
Jobs at:
Cairo bank
Deadline of this Job:
Thursday, January 29 2026
Duty Station:
Kampala, Uganda | Kampala
Summary
Date Posted: Thursday, January 22 2026, Base Salary: Not Disclosed
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JOB DETAILS:
About Organisation:
Cairo Bank Uganda was incorporated on 11th July, 1994. The Bank was formerly known as Cairo International Bank owned by the three leading Egyptian Banks namely; Banque Du Caire, Bank Misr and National Bank of Egypt. In 2019, it became a fully owned subsidiary of Banque Du Caire (BDC). The shareholder consolidation in 2019 was on the back of expanding its presence across Africa whilst providing an entry point into the COMESA market.
Job Summary:
The Call Centre Officer is responsible for delivering prompt, accurate, and courteous service to customers through inbound and outbound calls, emails, chats and other digital channels.
Reports to:
Customer Service Supervisor
Key Duties and Responsibilities:
Customer Service Support
- Handle inbound and outbound customer calls professionally and efficiently.
- Respond to customer inquiries, requests and complaints across multiple channels (Calls, emails, chats, social media etc.) within stipulated time frame
- Provide accurate information on products, services, processes and policies.
- Resolve customer issues at first contact where possible and escalate complex cases appropriately.
- Follow-up on unresolved cases to ensure timely resolution and customer satisfaction.
Complaint Handling and Management
- Accurately Log, escalation and update all customer interactions and complaints in the CRM system
- Investigate customer issues and provide clear, timely feedback
- Adhere to complaint handling procedures and regulatory guidelines.
- Identify recurring issues and escalate trends for improvement.
- Ensuing customer complaints are resolved within the expected timelines of 48 hours.
Service Quality & Performance
- Meet individual and team KPIs including call handling time, first call resolution, customer satisfaction and quality scores
- Comply with service level agreements (SLAs) and internal service standards.
- Participate in quality assurance reviews and coaching sessions.
- Maintain high standards of professionalism, courtesy and empathy in all interactions.
Compliance and Process Adherence
- Comply with the bank policies, data privacy, confidentiality and regulatory requirements.
- Follow approved scripts, procedures and escalation protocols.Ensure accurate verification of customers before providing information or processing requests.
Continuous Improvement and Teamwork
- Provide feedback on customer pain points and process gaps
- Participate in training, team meetings and service improvement initiatives
- Support team goals and contribute to a customer-centric culture.
Social media Management
- Receives and respond to daily inquiries and Complaints received from all social Media Platforms (WhatsApp, Facebook, LinkedIn and Instagram)
- Capture all social Media interactions on CRM Tool daily.
- Generating feedback to customers, create and maintain daily reports
Telemarketing
- Conducts outbound calls to existing and prospective customers to promote products and services.
- Generate qualified leads and convert calls into successful sales and appointments
- Explain product features, benefits, pricing and promotions clearly and confidently.
- Identify customer needs and recommend suitable products or services.
- Assisting the bank in the implementation of new product launches via advertising to existing and potential clients with use of modes of communication of the Call Centre.
Qualifications, Skills and Experience:
Qualifications
- A Bachelor’s degree from a reputable University.
Experience.
- Bachelor’s degree.
- Experience in a call center or customer service environment (banking or service industry preferred)
- Experience using CRM or Call Center Systems is an added advantage.
- Broad knowledge on banking operations and controls, and products/ services offered by bank.
- Ability to work within multiple systems.
- Effective time management and prioritization skill
Skills and competencies.
- Good communication
- Interpersonal skills
- Analytical and Problem Solving
- Accuracy / Attention to detail
- Product and service knowledge.
- High level of integrity.
- Initiative and creativity
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested in applying for this job? Click here to submit your application now.
How to Apply:
Interested candidates should send their application letters together with their curriculum vitae to the Head, of Human Resources not later than 5pm, Thursday January 29, 2026.
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