• Respond to Customer Inquiries: Handle incoming calls and messages from customers, providing timely and accurate responses to their queries.
• Resolve Customer Complaints: Investigate and resolve customer complaints in a fair, professional, and courteous manner.
• Provide Product Information: Offer detailed information about Nile Breweries Limited’s products, including features, benefits, and pricing.
• Process Orders and Requests: Assist customers with placing orders.
• Collaborate with Internal Teams: Work closely with our internal teams, such as Sales, Marketing, and Logistics, to resolve customer issues and improve overall customer experience.
• Maintain Accurate Records: Keep accurate records of customer interactions, including calls, emails, and social media conversations.
• Identify and Escalate Issues: Identify and escalate complex customer issues to the Customer Experience Center Manager or other relevant teams.
• Participate in Quality Assurance: Participate in quality assurance initiatives to ensure that customer interactions meet the required standards.

• Oriented to success
• Negotiation skills
• High communication skills
• Analytical capabilities
• Adaptability
• Tolerance to frustration
• Good to build relationships
• Teamwork
• Information and data management
• Minimum Requirements:

• Education: A Degree in a relevant field (e.g., Business Administration, Marketing, Communications).
• Experience: At least 2 year of experience in a customer-facing role, preferably in a call center or customer service environment.
• Language Skills: Fluent in English and Luganda (or other local languages).
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving Skills: Strong problem-solving and analytical skills.
• Technical Skills: Proficient in Microsoft Office and CRM software.
• Certifications: Relevant certifications in customer service or call center management (e.g., ICMI, CCMP) are an added advantage.