Job Title: Customer Care Officer – Call Center
Organisation: FutureLink Technologies Uganda
Duty Station: Kampala, Uganda
About Organisation:
FutureLink Technologies Uganda is a Fintech company that leverages the relevance and outreach of SACCOs in Africa, to promote the adoption and usage of digital financial services in rural and urban communities. Our strategic partnerships and business models are well designed to catalyze the growth of Equitable and Sustainable Rural economies through bespoke solutions that enhance Access to Finance, Access to Markets and Enhanced farmer production.
Job Summary: Customer care Officer -call Center, will act as a liaison, provide product/Services information and resolve any emerging problems that customer accounts might face with accuracy and efficiency.
Key Duties and Responsibilities:
- Manage large numbers of outgoing and incoming calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable trust with customers through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Collaborate with MSACCO Manager and other Company staff to improve customer service.
- Take the extra mile to engage customers.
Qualifications, Skills and Experience:
- Strong communication, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- A patient and empathetic attitude
- Strong time management, multi-tasking and organizational skills
- Familiarity with CRM systems and practices
- Comfortable working in fast-paced environments
- Troubleshooting skills, either basic or advanced, depending on the role and industry
- Computer literacy
- In-depth knowledge of a company’s products and/or services
- Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
- Ability to speak multiple languages, especially those common among callers namely; Runyakitala (Runyankole, Rukiga, Rutooro), Luganda, Lusoga/ Lugisu, Kiswahili, Ateso, Rufimbira, Lukonzo
Knowledge, Skills and abilities
- Technical Capability.
- Business Acumen.
- Strategic Thinking.
- Customer/Client Focus.
- Proficiency in the use of computer programs for
- Word processing
- Databases
Work Environment
This job operates in a home environment area. This role routinely uses standard Company equipment such as computers, headsets, chargers and internet mifis.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. This position regularly requires long hours and frequent weekend and public holiday work. More so, daily work beyond 5 p.m calls for an extra payment.
Travel
Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.
How to Apply:
All candidates should apply through the single application link below
Deadline: 5th February 2026
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