Customer Service Agent – Call Center

About the role

We are looking for a motivated Customer Service Agent to be the primary point of contact for our customers. You will handle inquiries, resolve issues and ensure a seamless experience that reflects the values of Nile Breweries Limited.

Key responsibilities

• Respond to customer inquiries via phone, email and social media, providing timely and accurate information.
• Investigate and resolve complaints in a professional and courteous manner.
• Provide detailed product information, including features, benefits and pricing.
• Assist customers with order placement and request processing.
• Collaborate with Sales, Marketing and Logistics teams to address issues and improve the overall experience.
• Maintain accurate records of all interactions in the CRM system.
• Identify complex issues and escalate them to the Customer Experience Center Manager.
• Participate in quality‑assurance initiatives to uphold service standards.

Required profile

• Fluent in English and Luganda (or other local languages).
• Excellent verbal and written communication skills.
• Strong problem‑solving and analytical abilities.
• Diploma in Business Administration, Marketing, Communications or related field.
• Minimum 2 years of customer‑facing experience, preferably in a call‑center environment.
• Relevant certifications (e.g., ICMI, CCMP) are a plus.

Required skills

• Proficiency in Microsoft Office suite.
• Experience using CRM software.