Job Title: Customer Service Advisor

Location: Uganda

Job Description

Our client in the Energy Sector seeks to recruit a suitably qualified and results-oriented individual for the vacancy above.As an electricity distributor, our client is licensed to distribute and supply electricity to customers. This mandate involves; operation, maintenance and upgrade of electricity distribution infrastructure, electricity retail and provision of related services. The sector is regulated by the Electricity Regulatory Authority, whose mandate includes setting operating standards and appropriate end-user tariffs.

Position Summary

The Customer Service Advisor will support our client by handling customer inquiries and complaints, providing information on services, resolving billing issues, and ensuring excellent customer experience. The role requires fluency in English and Rufumbira, strong communication skills, and the ability to work effectively under pressure in a fast-paced, customer-focused environment.

Duties & Responsibilities:

• Respond to, resolve and record all callers’ enquiries & complaints.
• Provide customers with process and service support with regard to all our client's activities like billing and customer service systems, among other operations.
• Resolve or escalate all reported issues and complete all call logs.
• Respond to utility commission and agency inquiries.
• Provide information about our client's programs, products and services.
• Respond and escalate all billing inquiries and handle customers’ billing complaints.
• Resolves billing or service complaints and refers grievances to designated departments for investigation.
• Update and present the weekly, monthly and quarterly internal reports.
• Perform any other duties as assigned from time to time.

Key Requirements & Qualifications:

• Degree / Diploma in any field
• Must have 1- 2 years of experience
• Fluency in English and Rufumbira, with Rufumbira as a mandatory local language for effective communication.
• Proficiency in MS Office & typing skills
• Ability to work well with internal and external customers
• Ability to work under pressure
• Excellent time-management, planning and organizational skills
• Work experience in a highly busy and customer-focused environment
• Excellent time management skills with a key affinity for prioritizing and multitasking
• Good understanding of client's operations and the various service centres around Uganda
• Good Interpersonal relations skills
• Self-motivated with a results-driven approach