Customer Experience Advisor

The Customer Service Advisor will support our client by handling customer inquiries and complaints, providing information on services, resolving billing issues, and ensuring excellent customer experience. The role requires fluency in english, strong communication skills, and the ability to work effectively under pressure in a fast-paced, customer-focused environment.

Duties & Responsibilities

• Respond to, resolve and record all callers’ enquiries & complaints.
• Provide customers with process and service support with regard to all our client's activities like billing and customer service systems, among other operations.
• Resolve or escalate all reported issues and complete all call logs.
• Respond to utility commission and agency inquiries.
• Provide information about our client's programs, products and services.
• Respond and escalate all billing inquiries and handle customers’ billing complaints.
• Resolves billing or service complaints and refers grievances to designated departments for investigation.
• Update and present the weekly, monthly and quarterly internal reports.
• Perform any other duties as assigned from time to time.

Key Requirements & Qualifications

• Bachelors Degree in any field
• Must have 2- 3 years of experience
• Proficiency in MS Office & typing skills
• Ability to work well with internal and external customers
• Ability to work under pressure
• Excellent time-management, planning and organizational skills
• Work experience in a highly busy and customer-focused environment
• Excellent time management skills with a key affinity for prioritizing and multitasking
• Good understanding of client's operations and the various service centres around Uganda
• Good Interpersonal relations skills
• Self-motivated with a results-driven approach