Call Center Agent

Boresha Credit Services LTD is a respected and forward-looking organization operating within Uganda's administration & hr sector. Recognized for its dedication to operational excellence, integrity, and stakeholder value, the organization fosters an inclusive work environment with a mission to deliver sustainable impact and service excellence nationwide.

The Call Center Agent is a vital position at Boresha Credit Services LTD, responsible for steering core operational priorities, maintaining high standards of service delivery, and collaborating with cross-functional teams in Kampala. In this role, the incumbent will leverage their specialized knowledge to resolve day-to-day challenges, drive team performance, and support the strategic objectives of Boresha Credit Services LTD.

• •Deliver exceptional, empathetic, and prompt customer assistance across phone, email, live chat, and walk-in channels in Kampala.
• •Resolve customer inquiries, service complaints, and account issues within stipulated first-contact resolution (FCR) targets.
• •Accurately log all customer interactions, service tickets, and escalated complaints into the CRM system.
• •Maintain thorough, up-to-date knowledge of Boresha Credit Services LTD's products, service standards, billing tariffs, and promotional offerings.
• •Collaborate with operational and technical departments to expedite solutions for complex customer complaints.
• •Conduct proactive outreach, customer satisfaction surveys, and follow-ups to foster long-term customer loyalty.
• •Identify recurring service bottlenecks and provide actionable feedback to supervisory staff for process enhancement.
• •Ensure compliance with consumer protection standards, confidentiality protocols, and organization brand guidelines.

• ✓Bachelor's Degree or Diploma in Customer Relations, Communications, Public Relations, Business Administration, or related field.
• ✓At least 1 to 3 years of hands-on experience in customer care, call center operations, or frontline client service in Uganda.
• ✓Exceptional verbal and written communication skills with pleasant telephone etiquette and active listening skills.
• ✓Fluency in English and Luganda; knowledge of other local Ugandan languages is a strong advantage.
• ✓Demonstrated patience, conflict resolution capability, and composure when handling demanding situations.
• ✓Proficiency in CRM ticketing platforms, telephone switchboards, and basic data entry software.

Key Skills & Competencies