Customer Care Agent (d.light Technical Assistant)

About the role

Q-Sourcing Limited, trading as Q-Sourcing Servtec, is a manpower management firm operating across Uganda, Kenya, Tanzania, Rwanda and South Sudan. On behalf of its client in the renewable energy sector, it is hiring 74 Customer Care Agents in Kampala. The role delivers exceptional customer service, resolves customer concerns, promotes product upgrades and supports retention, all aligned with d.light standards.

Key responsibilities

• Handle inbound and outbound customer interactions professionally and efficiently.
• Provide accurate information on d.light products, services, repayments, warranties and account status.
• Identify customer needs and recommend suitable product upgrades, accessories or service solutions.
• Manage upsell and cross-sell opportunities generated through internal systems and customer interactions.
• Resolve complaints, inquiries and technical concerns within agreed turnaround times.
• Capture customer information, call outcomes and case notes in CRM and support systems.
• Follow up on callbacks, payment commitments and pending resolutions.
• Escalate unresolved or high-priority issues to the relevant departments within defined SLAs.
• Maintain compliance with company policies, quality assurance standards and customer care procedures.
• Meet performance KPIs including customer satisfaction, call quality, productivity and sales targets.
• Support customer retention by building trust and staying updated on product knowledge, promotions, scripts and operational processes.

Required profile

• Bachelor's degree or diploma in any field.
• 1-2 years of experience in customer experience, customer relations, customer service or a related field.
• Ability to deliver experiences aligned with d.light values and service standards.
• Ability to meet daily, weekly and monthly KPIs and maintain high quality assurance and compliance scores.