Customer Service · Not stated
Recruitment agency · True North Consult Uganda JobsCustomer Experience Executive
Employer not disclosed by True North
About this role
CUSTOMER EXPERIENCE EXECUTIVE
Position Description
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Department: Customer Experience
Supervises: Direct: Indirect
N/A N/A
Interacts/Interfaces
with
Internal: External
Customer Experience Supervisor;
Customer Experience team Customers
Job Purpose
To serve as the primary point of contact for customers by delivering exceptional support across inquiries, complaints, service requests and digital ordering platforms. Responsibilities
Key Accountabilities
Handle customer inquiries, complaints and service requests. Provide first-contact resolution and escalate unresolved cases. Maintain accurate customer records in CRM systems.
Drive onboarding and adoption of digital ordering platforms. Support order conversion, retention and customer satisfaction. Provide customer feedback and improvement recommendations. Key Performance
Indicators
Customer Satisfaction (CSAT) for assigned interactions
First Contact Resolution
Case Resolution Time
Digital Platform Onboarding & Activation Rate
Quality Assurance Score
Customer Retention / Repeat Usage Rate
Person Specification
Education, Training,
Skills & Experience
Educational Level
Must have Bachelor’s degree in Business, Marketing, Commerce or a related field. Working Experience 2–3 years of customer service, customer support, contact centre operations or customer experience experience.
Experience using CRM systems and digital engagement platforms is a plus. JOB DESCRIPTION Page 1 of 1