Customer Experience Center Agent NILE Breweries

Nile Breweries Limited is a leading beverage company in Uganda and a subsidiary of SABMiller, the second largest brewing group in the world. We aim to provide for a variety of career paths and patterns of working, a good work-life balance and comprehensive employee benefits.

Job Summary:   The key purpose of this role is to serve as the primary point of contact for our customers, handling inquiries, resolving issues, and providing exceptional service that exceeds their expectations. We’re seeking a highly skilled and enthusiastic Customer Experience Center Agent to join our team at Nile Breweries Limited and ensure a seamless and positive experience for every customer.

Key Duties and Responsibilities:

• Respond to Customer Inquiries: Handle incoming calls and messages from customers, providing timely and accurate responses to their queries.
• Resolve Customer Complaints: Investigate and resolve customer complaints in a fair, professional, and courteous manner.
• Provide Product Information: Offer detailed information about Nile Breweries Limited’s products, including features, benefits, and pricing.
• Process Orders and Requests: Assist customers with placing orders.
• Collaborate with Internal Teams: Work closely with our internal teams, such as Sales, Marketing, and Logistics, to resolve customer issues and improve overall customer experience.
• Maintain Accurate Records: Keep accurate records of customer interactions, including calls, emails, and social media conversations.
• Identify and Escalate Issues: Identify and escalate complex customer issues to the Customer Experience Center Manager or other relevant teams.
• Participate in Quality Assurance: Participate in quality assurance initiatives to ensure that customer interactions meet the required standards.

Qualifications, Skills and Experience:

Key Attributes and Competencies:

• Oriented to success
• Negotiation skills
• High communication skills
• Analytical capabilities
• Adaptability
• Tolerance to frustration
• Good to build relationships
• Teamwork
• Information and data management

Minimum Requirements:

• Education: A Degree in a relevant field (e.g., Business Administration, Marketing, Communications).
• Experience: At least 2 year of experience in a customer-facing role, preferably in a call center or customer service environment.
• Language Skills: Fluent in English and Luganda (or other local languages).
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving Skills: Strong problem-solving and analytical skills.
• Technical Skills: Proficient in Microsoft Office and CRM software.
• Certifications: Relevant certifications in customer service or call center management (e.g., ICMI, CCMP) are an added advantage.