JOB DESCRIPTION: CUSTOMER EXPERIENCE OFFICER

• Respond to incoming calls, emails, and messages from customers.
• Provide timely, accurate, and helpful responses to customer queries.
• Offer detailed information about company products, pricing, features, and benefits.

• Investigate and resolve customer complaints in a professional and courteous manner.
• Identify root causes of recurring issues and recommend improvements.
• Escalate complex issues to the Customer Experience Center Manager or relevant teams.

• Assist customers in placing and tracking orders.
• Support customer requests related to products and services.
• Ensure smooth coordination between customers and internal departments.

• Work closely with Sales, Marketing, and Logistics teams to resolve customer issues.
• Support initiatives aimed at improving overall customer experience.
• Share customer feedback to improve service delivery and products.

• Maintain accurate records of customer interactions across phone, email, and social media.
• Document complaints, resolutions, and follow-up actions.
• Support reporting on customer service performance metrics.

• Participate in quality assurance programs and customer service audits.
• Ensure all customer interactions meet company service standards.

• Diploma in Business Administration, Marketing, Communications, or a related field.
• At least 2 years of experience in a customer-facing role (call center or customer service preferred).
• Fluency in English and Luganda (or other local languages is an advantage).
• Proficiency in Microsoft Office and CRM systems.
• Customer service or call center certification (e.g., ICMI, CCMP) is an added advantage.

• Strong communication (verbal and written)
• Problem-solving and analytical thinking
• Customer service excellence
• Attention to detail
• Emotional intelligence and patience
• Team collaboration
• CRM and data management skills

• Professional and customer-focused attitude
• Ability to work under pressure
• Strong interpersonal skills
• Adaptability in a fast-paced environment

• Band: XI
• Application: CLICK HERE TO APPLY