Role Specification & Details
About Ignite Energy Access
Ignite Energy Access is an established and forward-looking organization operating within Uganda's government & public sector sector. Recognized for its dedication to operational excellence, integrity, and stakeholder value, the organization fosters an empowering work environment with a mission to deliver sustainable impact, professional growth, and service excellence nationwide.
About This Role / Role Overview
The Commission Based Call Center Agent is a core operational position at Ignite Energy Access, responsible for executing strategic responsibilities, maintaining high quality standards, and driving organizational success in Kampala. The successful candidate will collaborate with cross-functional teams, implement industry best practices, and contribute directly to the long-term mission and growth objectives of Ignite Energy Access.
Key Duties & Responsibilities
- •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 Ignite Energy Access'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.
Qualifications & Requirements
- ✓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
Customer ServiceConflict ResolutionCRM PlatformsClient RetentionActive ListeningMulti-channel Support
Verified vacancy originally published on 2026-11-05. Discovered via verified recruitment channels.