Job Title: Call Center Agent
Organisation: African Clean Energy (ACE)
Duty Station: Kampala, Uganda
Language: English, Luganda, Lugbara, Madi, Alur
Reporting: Call Centre Manager
Compensation: Competitive Salary
About Organisation:
African Clean Energy (ACE) is a B-Corp certified enterprise that produces and distributes the ACE One solar-biomass hybrid energy system. A small-yet-powerful smokeless stove, it will virtually eradicate the catastrophic impact that traditional cooking and heating methods inflict on health, environment, and poverty in developing countries around the world, and provides electricity.
Job Summary: Do you have a strong background in customer care, microfinance, loan recovery, and credit risk management? We’re looking for a dedicated Call Centre Agent to manage and recover installment payments for ACE One loans. In this role, you will make outbound calls to customers with overdue payments, offer repayment options, resolve customer issues, and support access to clean energy. As ACE Uganda expands its operations, the Call Centre Agent will play a critical role in supporting credit risk management, loan recovery, customer engagement, and field operations across our locations in the West Nile and Northern Uganda.
Key Duties and Responsibilities:
As a Call Centre Agent at African Clean Energy, you will:
- Call/text customers with overdue or upcoming payments to negotiate repayment or set up payment plans.
- Follow up with written-off accounts to recover dead money through re-engagement techniques.
- Identify repayment barriers and escalate unresolved issues.
- Update customer contact details in the CRM system to ensure communication accuracy.
- Conduct onboarding calls to welcome new customers and guide them on ACE product usage.
- Train customers on ACE One usage, maintenance, and energy-saving tips to reduce defaults caused by product misuse.
- Educate customers on how the PAY Go payment model works, including consequences of arrears and benefits of timely payments.
- Promote add-on products during customer interactions to increase wallet share per user.
- Conduct post-sales and mid-lifecycle customer satisfaction surveys and log feedback.
- Flag recurring issues to the CX or Technical Support teams for service improvements.
- Use survey insights to recommend product/service changes that reduce churn or increase collections.
- Resolve technical or service-related customer complaints affecting payment.
- Escalate field support needs where in-person follow-up is required.
- Participate in outbound campaigns during promotional periods, mass repayment drives, or product launches.
- Other duties as assigned by your supervisor.
Qualifications, Skills and Experience: We’d really like to hear from you if you have:
- Bachelor’s degree in Business, Finance, Communication, or related field.
- At least 1 year of experience in tele collections, telesales, customer care or any other call center roles.
- Proficient in English and Lugbara (Swahili a plus).
- Strong negotiation skills, ability to handle objections and close conversations confidently.
- Tech-savvy: Familiar with CRM systems, basic Excel, and call center software.
- Emotionally intelligent, proactive, customer-obsessed.
- Experience with PAY Go models or solar/energy lending is a strong advantage.
Why choose African Clean Energy?
- Be part of a mission-driven organization making a real impact in communities by providing access to clean energy.
- Enjoy a competitive salary.
- Opportunities for professional growth in a rapidly expanding organization.
- Work closely with a dynamic, multicultural team that values inclusivity, entrepreneurial thinking, and collaboration.
- Play a key role in transforming lives and contributing to a sustainable future.
How to Apply:
Please send your application Letter clearly stating in the location you are applying for in the email subject, CV, Copies of academic documents and copy of National ID to [email protected] not later than 10th September, 2025.
Deadline: 10th September 2025
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