Call Center Service Agents

Job Overview

Seamless Uganda is a growing telecommunications support provider seeking enthusiastic individuals to join its customer service team as Call Center Service Agents. The role involves interacting with clients via phone, addressing inquiries, and ensuring a positive experience that reflects the company’s commitment to quality service.

As a Call Center Service Agent, you will be part of a dynamic environment where teamwork and communication are essential. The position offers a chance to develop professional skills, handle diverse customer needs, and contribute to the company’s goal of delivering seamless support across Uganda.

Key Responsibilities

• Respond promptly to inbound customer calls, listen actively to concerns, and provide accurate information about products and services while maintaining a courteous tone consistently.
• Document each interaction in the call management system, ensuring details are recorded correctly for follow‑up actions, quality monitoring, and reporting and analysis for daily purposes.
• Escalate complex issues to senior agents or supervisors when necessary, providing clear summaries and recommended solutions to ensure timely resolution and maintain customer satisfaction.
• Follow established scripts and guidelines while adapting communication style to suit different customer personalities, ensuring each caller feels heard and valued throughout the interaction.
• Achieve individual and team performance targets, including call handling time, first‑call resolution rate, and customer satisfaction scores as defined by management on a monthly.
• Participate in regular training sessions and workshops to improve product knowledge, communication techniques, and problem‑solving abilities relevant to the call center environment and team.
• Maintain confidentiality of customer information at all times, adhering to data protection policies and company privacy standards during every interaction and ensure trust continuously.
• Provide feedback to management regarding recurring customer issues, suggesting process improvements that could enhance overall service delivery and customer experience and increase customer loyalty.

Qualifications & Experience

Essential

• Minimum of two years proven experience working in a call center, customer service, or related telecommunications environment handling inbound calls and outbound support daily.
• Diploma or degree qualification in any field, with preference for studies in business, communications, or information technology and demonstrated ability to learn quickly adapt.
• Strong communication and customer care skills, with the ability to convey information clearly and empathetically to diverse callers while maintaining professional demeanor throughout interaction.
• Problem‑solving aptitude, capable of analyzing situations quickly and offering effective solutions that meet customer needs in real‑time scenarios while maintaining composure and following company.
• Fluent in English, both spoken and written; additional languages such as Luganda, Swahili, or French are considered an advantage for enhanced customer engagement success.
• Basic computer literacy, including proficiency with CRM software, Microsoft Office applications, and data entry tasks and ability to navigate multiple systems efficiently while maintaining.

Desirable

• Previous experience with outbound sales or telemarketing campaigns, demonstrating ability to promote products and achieve sales targets while maintaining high customer satisfaction levels consistently.
• Experience working in a multicultural environment, able to interact comfortably with customers from various backgrounds and regions while showing respect for cultural differences daily.
• Familiarity with call center metrics such as average handle time, service level, and abandonment rate, using data to improve performance on a regular basis.
• Ability to work flexible shifts, including evenings, weekends, and holidays, ensuring coverage aligns with business needs and maintain high levels of service quality continuously.
• Strong typing speed and accuracy, enabling quick data entry and retrieval during customer interactions while maintaining confidentiality and following company data protection protocols effectively.
• Certification in customer service excellence or related training programs, showing commitment to professional development and actively seeking opportunities to upgrade skills and knowledge regularly.

What the Role Offers

• Competitive monthly salary commensurate with experience, plus performance‑based bonuses that reward outstanding customer service and teamwork and provide opportunities for career growth within organization.
• Comprehensive health insurance coverage for employees and their immediate dependents, ensuring access to quality medical care through partnered healthcare providers across Uganda nationwide continuously.
• Paid time off including annual leave, public holidays, and sick leave, allowing work‑life balance and personal wellbeing and support for family time and relaxation.
• Ongoing training and professional development programs, including workshops, e‑learning modules, and mentorship opportunities to enhance skills and apply them in daily work scenarios effectively.
• Transport allowance or company‑provided shuttle service for employees residing within Kampala and surrounding areas, easing commuting challenges and provide reliable timely access to workplace.

How to Apply

Interested candidates should submit a detailed CV, copies of academic certificates, and a brief cover letter outlining their suitability for the Call Center Service Agents role. Please apply now by clicking the link below.

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