Call Center Officer Jobs – Uganda Solar Energy Association (USEA)

Center Officer
Organization: Uganda
Solar Energy Association (USEA)
Duty Station: Kampala,
Reports to: Call
Center Manager
About US:
Uganda Solar Energy
Association (USEA) was started in 2016 with support from the Ministry of Energy
and Mineral Development. USEA is a private sector membership body whose role is
to enable growth of the off-grid solar energy sector through coordination, information
sharing, building capacity of its members and carrying out joint advocacy. USEA
has a membership of more than 130 member companies.
Job Summary:  The Call Center Officer will answer incoming
calls from customers, to take orders, answer inquiries and questions, handle
complaints, troubleshoot problems and provide information about solar products.
Key Duties and Responsibilities: 
  • Answer calls and respond to emails
  • Handle customer inquiries both over the phone and by email
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter new customer information into system
  • Update existing customer information
  • Process orders, forms and applications
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating
  • Complete call logs
  • Produce call reports

Qualifications, Skills and Experience: 
  • The ideal candidate must hold a Bachelor’s degree in relevant field
  • Proficient in relevant computer applications
  • Required language proficiency
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Some experience in a call center or customer service environment
  • Good data entry and typing skills
  • Knowledge of administration and clerical processes
  • Verbal and written communication skills
  • Fluency in English + several local languages
  • Listening skills and patience
  • Problem analysis and problem solving
  • Customer service orientation
  • Organizational skills
  • Attention to detail
  • Good judgment
  • Adaptability
  • Team work
  • Stress tolerance
  • Resilience
How to Apply:
candidates who meet the above requirements should send their applications (only
by e-mail) to Candidates should attach their cover letters and
CVs including at least three professional references in one PDF.
NB: While we thank
all applicants for their interest, only those shortlisted for interviews will
be contacted.
Deadline: 7th June 2019
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