Customer Service Agent (CIC)

About the role

The Customer Service Agent (CIC) is the primary point of contact for our customers, handling inquiries, complaints and order requests. You will ensure a seamless experience that meets and exceeds expectations while representing Nile Breweries Limited’s product portfolio.

Key responsibilities

• Respond to incoming calls, messages and emails, providing timely and accurate information.
• Investigate and resolve customer complaints in a professional and courteous manner.
• Provide detailed product information, including features, benefits and pricing.
• Assist customers with order placement and processing.
• Collaborate with Sales, Marketing and Logistics teams to address issues and improve the overall experience.
• Maintain accurate records of all customer interactions across channels.
• Identify and escalate complex issues to the Customer Experience Center Manager or relevant teams.
• 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 a related field.
• Minimum 2 years of experience in a customer‑facing role, preferably in a call‑center environment.
• Relevant certifications (e.g., ICMI, CCMP) are an advantage.

Required skills

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