QSSU-DL-CCA-CUSTOMER
CARE AGENT

(FO Technical Assistant

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management
solutions firm operating in the East African Region in the countries of Uganda,
Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client in the renewable energies sector
, we are looking for
skilled and competent
Customer Care Agents
to work in Kampala.

Number of Vacancies:
74

About Job

The role is
responsible for delivering exceptional customer service, resolving customer
concerns, promoting relevant product upgrades, and supporting customer
retention initiatives while ensuring a positive customer experience aligned
with D.light standards.

Key Responsibilities

·
Handle inbound and outbound customer
interactions professionally and efficiently.

·
Provide accurate information regarding
D.light products, services, repayments, warranties, and account status.

·
Identify customer needs and recommend
suitable product upgrades, accessories, or service solutions.

·
Manage upsell and cross-sell
opportunities generated through internal systems and customer interactions.

·
Resolve customer complaints,
inquiries, and technical concerns within agreed turnaround times.

·
Accurately capture customer
information, call outcomes, and case notes in CRM and support systems.

·
Follow up on customer callbacks,
payment commitments, and pending resolutions.

·
Escalate unresolved or high-priority
issues to the relevant departments within defined SLAs.

·
Maintain compliance with company
policies, quality assurance standards, and customer care procedures.

·
Consistently meet performance KPIs
including customer satisfaction, call quality, productivity, and sales targets.

·
Support customer retention initiatives
by building trust and maintaining positive customer relationships.

·
Stay
updated on product knowledge, promotions, scripts, and operational processes
.

Requirements

Operational
Expectations

·
Deliver exceptional customer
experiences aligned with d.light values and service standards.

·
Meet daily, weekly, and monthly KPIs
related to customer satisfaction, productivity, and sales performance.

·
Maintain high-quality assurance and
compliance scores.

·
Ensure timely and accurate handling of
customer interactions and escalations.

·
Promote customer loyalty through professional
and solution-oriented engagement.

Qualifications

·
A bachelor's degree or diploma in any
field.

·
1-2 years of experience in Customer experience,
relations or customer service or any related field.

All candidates who meet the criteria outlined above are encouraged to
apply under the job vacancy
“QSSU-DL-CCA-CUSTOMER CARE AGENT”

Note
The deadline for applications is not later than
08:00 am Tuesday 26
th
May, 2026