Customer Care Executive

at Ison BPO Xperience
Location Kampala, Uganda
Date Posted September 3, 2025
Category Customer Service
Management
Job Type Full-time
Currency UGX

Description

Job Summary

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.

  • Minimum Qualification : Diploma
  • Experience Level : No Experience
  • Experience Length : No Experience/Less than 1 year
  • Working Hours : Rotating Schedule

Job Description/Requirements

Job Summary

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive is to assist; retain, acquire, and/or recover customers.

POSITION SUMMARY

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive is to assist; retain, acquire, and/or recover customers.

 

DUTIES & RESPONSIBILITIES

  • Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
  • Ensures consistently imparts the correct product and services information during each call.
  • Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
  • Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
  • Accurately tags each call as per defined tagging list/CRM tagging list.
  • Ensure that the quality of each call is in compliance with predefined quality parameters.
  • Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
  • Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
  • Ensure strict adherence to established attendance schedules.
  • Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
  • Provides the relevant reports on a daily basis – where applicable.
  • Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
  • Ensures daily performance targets are met.

KNOWLEDGE, SKILLS AND ABILITIES

  • Degree or Diploma will be an added advantage
  • Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
  • Good typing speed and computer skills, particularly with regard to Microsoft office applications
  • Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
  • Ability to work in a team environment
  • Ability to maintain a calm disposition particularly in stressful work situations.
  • Displays a positive attitude; ability to remain positive and energetic throughout a work day.
  • Updates self on products and services by reading new product information; and participating in training opportunities
  • Updates own market intelligence on comparative product and services

WORK CONDITIONS:

  • Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
  • Ability to work extra hours to meet business needs
  • To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
  • May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center

 

YEARS OF RELEVANT WORK EXPERIENCE:-

  • Entry Level/No experience
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