Exquisite Solution Limited, a top HR recruitment firm, is hiring a Service Centre Advisor for a leading telecom client. The role involves delivering excellent customer service, resolving customer issues, and supporting day-to-day service centre operations. The ideal candidate must be fluent in English and able to communicate in Japadhola, Ateso, and Kiswahili, offering strong engagement across diverse customer groups. Experience in maintaining service standards and coordinating with internal and third-party teams is essential.

Key Responsibilities

• Deliver prompt, professional, and courteous service to all customers.
• Address queries, complaints, and service requests efficiently.
• Educate customers about available products and services, ensuring they make informed decisions.
• Resolve routine and moderately complex issues using defined procedures.
• Escalate non-standard problems appropriately for guidance.
• Assist the Service Centre Manager in daily branch operations, process management, and ensuring compliance with company policies.
• Coordinate and oversee third-party staff to ensure high-quality service delivery.
• Support team debriefs and reinforce performance expectations.
  Implement and maintain dual control procedures to safeguard operational integrity.
• Monitor for potential fraud or irregularities and escalate as needed.
• Manage peak periods and high-traffic situations effectively to minimize service delays and ensure smooth operations.
• Liaise with internal departments such as Sales, IT, HR, Finance, and Marketing to support branch-level business initiatives.
• Build and maintain effective relationships with store partners, external vendors, and internal teams to ensure aligned service delivery.
• Promote high service standards across teams, foster a positive and disciplined team environment, and contribute to ongoing service enhancements

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Social Sciences, or a related field
• Minimum 3 years’ experience in a customer-facing or service environment
• Strong knowledge of retail operations and customer service standards
• Proven ability to deliver excellent customer service and drive results
• Skilled in sales engagement, operations management, and data interpretation
• Adaptable, quick to learn, and works well independently
• Excellent communication and interpersonal skills
• Team player with strong leadership potential and a proactive mindset
• Honest, collaborative, and focused on continuous improvement