The Key Purpose of this role is to serve as the primary point of contact for customers, managing inquiries, resolving issues efficiently, and delivering a seamless customer experience that consistently meets and exceeds expectations.

Key Roles and Responsibilities:

Respond to Customer Inquiries, handle incoming calls and messages from customers, providing timely and accurate responses to their queries.

Resolve Customer Complaints, investigate and resolve customer complaints in a fair, professional, and courteous manner.

Provide Product Information: Offer detailed information about Nile Breweries Limited’s products, including features, benefits, and pricing.

Process Orders and Requests, assist customers with placing orders.

Collaborate with Internal Teams, work closely with our internal teams, such as Sales, Marketing, and Logistics, to resolve customer issues and improve overall customer experience.

Maintain Accurate Records: Keep accurate records of customer interactions, including calls, emails, and social media conversations.

Identify and Escalate Issues: Identify and escalate complex customer issues to the Customer Experience Center Manager or other relevant teams.

Participate in Quality Assurance: Participate in quality assurance initiatives to ensure that customer interactions meet the required standards.

Key Attributes and Competencies:

Fluent in English and Luganda (or other local languages)

Excellent verbal and written communication skills

Strong problem-solving and analytical skills

Proficient in Microsoft Office and CRM software

Minimum Requirements:

A Diploma in a relevant field (e.g., Business Administration, Marketing, Communications)

At least 2 years of experience in a customer-facing role, preferably in a call center or customer service environment.

Relevant certifications in customer service or call center management (e.g., ICMI, CCMP) are added as advantage.

Additional Information: