Several Call Center Agent Job Opportunities – Uganda Association of External Recruitment Agencies (UAERA)

Organization: Uganda Association of External Recruitment
Agencies (UAERA)
 
Duty Station: Kampala,
Uganda
Reports to: Complaints Handling Officer
About US:
The Uganda
Association of External Recruitment Agencies (UAERA) started in 2013. Currently
it has a membership of 186 members as per 29th February 2020. We an umbrella of
agencies professionally working together to spur growth of external recruitment
in Uganda. UAERA regulates and monitors the activities of member agencies
together with Ministry of Gender, Labour and Social Development, which is our
regulating body that ensures every company is licensed to externalize labour.
Job Summary:  The Call Center Agent will provide excellent
service to all customers through provision of service information, real time
resolution of customer queries, complaints, handling and identification of
customer needs.
Key Duties and Responsibilities:  
·       
Answer
incoming calls
·       
Managing
Complaints
·       
Identify
and escalate issues to supervisors
·       
Email
Queries to the responsible offices
·       
Log all
calls received on the system, indicating customer and query details as
required.
·       
Follow
up customer calls where necessary
·       
Ensure
that all the details pertaining to complaint is obtained from the customer, log
all required details into the complaints management system and follow up for
resolution of all complaints that can be resolved at first point of contact.
·       
Any
other duties assigned by the Team Leader/Centre Manager



Qualifications, Skills and Experience:
·       
The
applicant must hold a Degree in a business related course from a recognized
university.
·       
One to
three years of experience in a call center environment
·       
Excellent
communication skills both orally and in writing
·       
Excellent
interpersonal skills
·       
Multi
Lingual i.e English, Luganda, Arabic, Swahili, Runyankole etc
·       
High
level of Computer literacy
·       
Language
proficiency and writing skills
·       
Basic
knowledge of the industry especially safe labour migration.
·       
Telephone
Etiquette
·       
Negotiation
and mediation skills
·       
Interpersonal
Skills
·       
Problem
Solving Skills
·       
Decision
Making Ability
·       
Proficient
in relevant computer applications
·       
Knowledge
of customer service practices and principles
·       
Excellent
data entry and typing skills
·       
Superior
listening, verbal, and written communication skills
·       
Ability
to handle stressful situation appropriately
·       
Strong
phone and verbal communication skills along with active listening
·       
Ability
to multi-task, set priorities and manage time effectively
How to Apply:
All suitably
qualified and interested candidates should send their application letters,
current curriculum vitae and photocopies of academic certificate to:
recruitment827@gmail.com
Deadline: 18th March 2020 by 5:00pm.
For more of the latest jobs, please visit http://www.theugandanjobline.com  or find us on our facebook page https://www.facebook.com/UgandanJobline




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