ENCOT Microfinance Call Center Agents Jobs in Uganda

The Call Center Agents will be responsible for responding to incoming calls from the customers and answer questions and inquiries, provide information, resolve problems and handle complaints regarding the ENCOT’s products and services.

Additionally, agents are responsible for making outbound calls to prospects, follow ups/feedback and Marketing.

Major Areas of Accountability

Answer incoming calls and respond to customer’s emails

Management and resolve customer complaints

Sell products and place customer orders in the computer system

Identify and escalate issues to supervisors

Provide product and service information to customers

Research required information using available resources

Research, identify, and resolve customer complaints using applicable software

Route calls to appropriate resources

Document all call information according to standard operating procedures

Recognize, document, and alert the management team of trends in customer calls

Follow up customer calls where necessary

Upsell products and services

Complete call logs and reports

Other duties as assigned

Minimum Qualifications & Attributes

Minimum of Diploma in Social Work, Education, Business Administration, Mass Media and any other related field.

At least one (1) year of experience in Customer Service.

Good communication and Customer Handling skills.

Strong experience in

networking, community mobilization, and facilitation.

Demonstrated experience and skills in research, analysis and report writing

Good interpersonal and both written and verbal communication skills

Personal qualities of integrity, credibility, and commitment to ENCOT’s mission and vision.

Proficiency in MS Office suite, good understanding of IT and its role in modern management as well delivery of services to target customers.

Outstanding communication and negotiation abilities

How to Apply

Qualified and interested candidates should address applications as below and submit in PDF or MS Word (Cover Letter and CV only) via http://encot.org/index/apply or by email to hr@encot.org by 5:00pm, Friday 4th December,2020.

Head of Human Resources
ENCOT Microfinance Limited
Head Office
Plot 88, Port Road, Masindi
P.O. BOX 389, Masindi – Uganda
www.encot.org

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