Dalilang Foods & Beverages is a Ugandan FMCG manufacturer producing packaged snacks, including potato crisps, gonja chips, coated peanuts and peanut butter, alongside spring water, fruit nectars and energy drinks.

Consumer Complaints & Telesales Agent

Details

Closing Date:

2026/10/29

Reference Number:

DALI-2026-0131

Job Title:

Consumer Complaints & Telesales Agent

Job Category:

Sales, Marketing & Field Operations

Job Type:

Full Time

Location, Town / City:

All sites, Uganda

Job Description

Handles incoming consumer inquiries and complaints across multiple communication channels while supporting approved outbound sales activities.

Maintains customer trust and brand reputation by capturing accurate feedback, facilitating prompt quality escalations, and introducing promotional offers.

Key Duties & Responsibilities

• Answer incoming calls, messages, emails, and CRM cases in a prompt and professional manner.
• Record customer identities, contact information, product specifics, batch details, purchase locations, and detailed complaint descriptions.
• Escalate quality complaints promptly, including reports of unusual taste, damaged packaging, contamination concerns, foreign material, or illness allegations.
• Maintain strict communication standards by never dismissing genuine customer concerns or admitting legal liability without authorization.
• Explain approved next steps and procedures to customers when product retrieval or replacement is required.
• Contact existing customers, small retailers, and approved prospects using authorized scripts to introduce promotions and collect orders.
• Uphold customer consent, privacy safeguards, and contact preferences throughout all outbound sales interactions.
• Update CRM records immediately after each contact and summarize repeated complaints or sales objections for internal teams.

Skills

• Strong verbal and written communication, active listening, and empathy.
• Accurate note taking, CRM documentation, and computer literacy.
• Basic telesales capability, product explanation, and customer follow up.
• Complaint classification, adherence to escalation rules, and conflict resolution under pressure.

Education Qualifications & Experience

Education Qualifications

• Bachelor's Degree or Diploma in Marketing, Business Administration, Communication, Public Relations, Customer Service, Social Sciences, Psychology, Languages, Commerce, Secretarial Studies, or related fields.
• Certificate, National Certificate, Uganda Advanced Certificate of Education (UACE), or Uganda Certificate of Education (UCE).

Experience

• No prior work experience required.
• Comprehensive onboarding covers product knowledge, complaint categories, escalation rules, CRM operation, telephone etiquette, basic telesales techniques, privacy standards, and difficult customer handling.

• Answer incoming calls, messages, emails, and CRM cases in a prompt and professional manner.
• Record customer identities, contact information, product specifics, batch details, purchase locations, and detailed complaint descriptions.
• Escalate quality complaints promptly, including reports of unusual taste, damaged packaging, contamination concerns, foreign material, or illness allegations.
• Maintain strict communication standards by never dismissing genuine customer concerns or admitting legal liability without authorization.
• Explain approved next steps and procedures to customers when product retrieval or replacement is required.
• Contact existing customers, small retailers, and approved prospects using authorized scripts to introduce promotions and collect orders.
• Uphold customer consent, privacy safeguards, and contact preferences throughout all outbound sales interactions.
• Update CRM records immediately after each contact and summarize repeated complaints or sales objections for internal teams.

• Strong verbal and written communication, active listening, and empathy.
• Accurate note taking, CRM documentation, and computer literacy.
• Basic telesales capability, product explanation, and customer follow up.
• Complaint classification, adherence to escalation rules, and conflict resolution under pressure.

• Bachelor's Degree or Diploma in Marketing, Business Administration, Communication, Public Relations, Customer Service, Social Sciences, Psychology, Languages, Commerce, Secretarial Studies, or related fields.
• Certificate, National Certificate, Uganda Advanced Certificate of Education (UACE), or Uganda Certificate of Education (UCE).