Job description

As a Call Center Executive, you are required to promote, deliver and maintain a high-quality, professional service image to Sun King customers, effectively and efficiently resolve queries, take ownership of any issue raised until resolution is achieved, and achieve productivity performance standards set by the Customer Service Function.

What you would be expected to do:

• Offering product and service education to customers in an efficient & effective manner.
• Handling customer queries with quality and professionalism.
• Managing customer queries promptly to avoid long waiting times and high drop rates.
• Managing customer interactions within the standard handling time.
• Updating customer information in the required tools as per the standard operating procedures.
• Be actively available to handle Inbound / Outbound traffic during low and peak hours.
• Ensure process compliance and follow through on customer process recommendations.
• Offering sales support to prospective customers.
• Determining eligibility by comparing client information to requirements.
• Accomplishing the Customer service vision and mission by meeting related key performance indicators set by the function.

Qualifications/ Requirements:

• University Degree or Diploma in a business-related field.
• Previous customer service experience - an added advantage.
• Language Proficiency; MUST be fluent in English and Luganda plus any other special local languages i.e., Japadhola, Madi, Alur, Rufumbira, Lugbara, Ateso, Samia, Lusoga, Kakwa, Runyarwanda.
• Excellent oral and written communication skills.
• Efficient application of Microsoft Office software packages including Outlook, Word, Excel, and PowerPoint.
• Basic internet knowledge.

Desired Characteristics:

• Meet and surpass set KPIs and Call Center deliverables (Daily, Weekly, Monthly).
• 100% attendance and schedule adherence.
• Deliver accurate work outputs to achieve the agreed service levels within set timeframes.
• Exceptional and consistent service delivery.
• Ability to work with a hybrid setup (remote / office).