NFT Consults
Position: Call Centre Advisor
Contract Type: Short Term
Reports to : Account Relationship Manager
Job Summary:
The primary role of a Call Centre Agent is to deliver exceptional customer service by handling inbound and outbound customer calls, responding to inquiries, resolving complaints, providing accurate information, and ensuring a positive customer experience through professional and efficient communication
Key Duties and Responsibilities
- Answer incoming customer calls promptly and professionally.
- Respond to customer emails, WhatsApp messages, and social media inquiries where applicable.
- Provide accurate information about the company’s products and services.
- Resolve customer complaints and concerns efficiently and courteously.
- Escalate complex customer issues to the Team Leader or Supervisor when necessary.
- Maintain accurate records of customer interactions in the call management system.
- Follow up on customer inquiries to ensure timely resolution.
- Meet individual and team performance targets, including quality and productivity standards.
- Promote and upsell company products and services where appropriate.
- Report system or communication equipment faults to the relevant department.
- Maintain confidentiality of customer information at all times.
- Stay updated on company products, services, and operational procedures.
- Prepare daily call logs and reports as required.
- Perform any other duties assigned by management
Qualifications and Experience
- Bachelor’s Degree in any field.
- 1 years’ experience in a call centre or customer service environment.
- Must be willing and able to work night shifts.
- Uganda Certificate of Education (UCE) with Credits in English Language and Mathematics.
- Proficiency in Microsoft Office applications and general computer use.
- Knowledge of customer service principles and best practices.
