ABOUT US
SimplePay Capital Uganda Ltd is a dynamic financial services company committed to providing innovative and accessible financial solutions to individuals and businesses across Uganda. Our goal is to empower communities through financial inclusion by offering tailored microfinance, savings, and investment products that support business growth and long-term financial stability.

At SimplePay Capital, we believe in the power of financial empowerment and the impact it has on individuals and businesses. Join us and be part of a team that is making a real difference in the lives of Ugandans!

About the Role 
Are you a strong communicator with excellent negotiation skills and a passion for customer service? Do you have experience in debt collection, telesales, or customer engagement? If so, we invite you to join our dynamic team as a Call Center Agent!

In this role, you will play a vital part in maintaining positive customer relationships, negotiating payments for defaulted accounts, and ensuring a seamless customer experience, all while supporting the growth of our business.

Key Responsibilities
Customer Engagement & Communication
• Make outbound calls to customers regarding overdue payments.
• Handle customer inquiries professionally, providing accurate product and service information.
• Follow up with customers to ensure adherence to agreed payment plans.

Debt Collection & Payment Negotiation
• Contact defaulting customers, negotiate repayment plans, and ensure timely debt recovery.
• Maintain accurate records of customer commitments and conduct necessary follow-ups.
• Analyze customer repayment behavior and recommend appropriate recovery actions.

Data Management & Compliance
• Update and maintain customer records accurately in the CRM system.
• Document call interactions, customer feedback, and resolutions for reference.
• Ensure strict compliance with company policies, regulatory standards, and customer service best practices.

Collaboration & Reporting
• Work closely with the collections and credit teams to improve repayment rates.
• Generate and submit daily, weekly, and monthly reports on collections progress and customer interactions.
• Identify trends in customer concerns and propose solutions to enhance service delivery.

Other Duties
• Handle additional responsibilities as assigned by the team leader.

Required Competencies
Excellent communication and active listening skills
Strong negotiation and persuasion abilities.
High level of customer service and problem-solving skills.
Ability to multitask and prioritize in a fast-paced environment
Exceptional time management and organizational skills.
Strong analytical thinking and decision-making ability.

Job Requirements

Minimum of 2 years’ experience in a call center, debt collection, or customer service role.
Diploma or degree from a recognized institution.
Fluency in English and Luganda (proficiency in other local languages is an added advantage).
Strong computer literacy, including proficiency in MS Office.
Ability to work independently with minimal supervision.
Knowledge of financial services, debt collection practices, and regulatory requirements is a plus.

Personal Attributes
High level of integrity and professionalism.
Team player with a positive attitude and adaptability.
Self-motivated and goal-driven, with a commitment to achieving targets.
Proactive problem solver with a structured and process-driven approach.
Strong work ethic and a customer-centric mindset.

What We Offer
A dynamic and supportive work environment.
Opportunities for professional growth and career advancement.
Training and development programs to enhance your skills.
Work Location:  Bugolobi, Kampala.