Position: Call Center Agent
Responsible To: Call Center Supervisor Contract Duration: 1 Years Fixed Contract renewable upon agreement.
Employment Location: OYA MICRO-CREDIT HEAD OFFICE, Muyenga, Kampala.
Overall Job Purpose:
• Call Center agents use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.
• Speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions. .

Main Duties and Responsibilities
• Answering or making calls to customers to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Requirements
• Recent University Graduate
• Strong oral communication skills
• Extremely strong interpersonal skills
• Innate empathy and compassion to deliver world-class customer service
• Ability to operate under intense pressure
• Computer literacy and proficiency and experience common software such as MS
• Word and Excel
• Strong analytical skill