QSSU-DL-CCA-CUSTOMER CARE AGENT

QSSU-DL-CCA-CUSTOMER CARE AGENT

(FO Technical Assistant

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client in the renewable energies sector, we are looking for skilled and competent Customer Care Agents to work in Kampala.

Number of Vacancies: 74

About Job

The role is responsible for delivering exceptional customer service, resolving customer concerns, promoting relevant product upgrades, and supporting customer retention initiatives while ensuring a positive customer experience aligned with D.light standards.

Key Responsibilities

· Handle inbound and outbound customer interactions professionally and efficiently.

· Provide accurate information regarding D.light products, services, repayments, warranties, and account status.

· Identify customer needs and recommend suitable product upgrades, accessories, or service solutions.

· Manage upsell and cross-sell opportunities generated through internal systems and customer interactions.

· Resolve customer complaints, inquiries, and technical concerns within agreed turnaround times.

· Accurately capture customer information, call outcomes, and case notes in CRM and support systems.

· Follow up on customer callbacks, payment commitments, and pending resolutions.

· Escalate unresolved or high-priority issues to the relevant departments within defined SLAs.

· Maintain compliance with company policies, quality assurance standards, and customer care procedures.

· Consistently meet performance KPIs including customer satisfaction, call quality, productivity, and sales targets.

· Support customer retention initiatives by building trust and maintaining positive customer relationships.

· Stay updated on product knowledge, promotions, scripts, and operational processes.

Requirements

Operational Expectations

· Deliver exceptional customer experiences aligned with d.light values and service standards.

· Meet daily, weekly, and monthly KPIs related to customer satisfaction, productivity, and sales performance.

· Maintain high-quality assurance and compliance scores.

· Ensure timely and accurate handling of customer interactions and escalations.

· Promote customer loyalty through professional and solution-oriented engagement.

Qualifications

· A bachelor's degree or diploma in any field.

· 1-2 years of experience in Customer experience, relations or customer service or any related field.

All candidates who meet the criteria outlined above are encouraged to apply under the job vacancy “QSSU-DL-CCA-CUSTOMER CARE AGENT”