Customer Care Executive (Language Specific)

About the role

The Customer Care Executive is responsible for delivering exceptional service to clients’ customers in accordance with service level agreements. The role focuses on assisting, retaining, acquiring, and recovering customers while ensuring accurate information delivery.

Key responsibilities

• Handle every customer call courteously and professionally, building rapport.
• Provide correct product and service information and verify customer details.
• Demonstrate empathy and give individualized attention to each caller.
• Accurately tag calls according to the CRM tagging list and meet quality parameters.
• Identify process improvement opportunities and report them to the Team Leader.
• Escalate complex queries promptly and meet daily performance targets.
• Provide daily reports where applicable.

Required profile

• Proficiency in English plus one or more local languages (e.g., Luganda, Kumam, Sabiny, etc.).
• Excellent listening and communication skills with a clear voice.
• Ability to work in a 24/7 shift environment, including weekends and public holidays.
• Team‑player attitude and calm disposition under pressure.
• A degree or diploma is an advantage but not mandatory.

Required skills

• Microsoft Office applications.
• Basic computer skills.