Call Centre Agent (5 Jobs in Uganda) – Uganda Electricity Distribution Company Limited

Call Centre Agent (5 Jobs in Uganda) – Uganda Electricity Distribution Company Limited

Uganda Jobs Network brings you Call Centre Agent, a customer-focused employment opportunity with Uganda Electricity Distribution Company Limited (UEDCL). UEDCL is recruiting five (5) Call Centre Agents to support customer engagement, complaint resolution, and service delivery within the electricity distribution sector. These are full-time, office-based roles located in Kampala. This opportunity is ideal for professionals seeking stable Jobs in Uganda in administration and customer service, especially within a utility environment where customer experience, accuracy, and responsiveness are critical.

If You Are Not Selected: How Call Centre Skills Can Become Self-Employment - Call Centre Agent

If you apply for this Call Centre Agent role and are not selected, the skills required for this position can still be converted into practical self-employment opportunities in Uganda. Customer service, communication, and call handling skills are in constant demand across multiple sectors including telecommunications, fintech, e-commerce, NGOs, SACCOs, transport companies, and service providers. With experience in handling customer inquiries, complaints, and feedback, you can work as a freelance customer support agent for small businesses that operate phone lines, WhatsApp support, or online help desks. Many startups and SMEs prefer outsourced call centre or virtual customer support rather than hiring full-time staff. You can also offer services such as setting up customer service processes, training call centre staff, managing CRM systems, or handling after-sales support on contract basis. Over time, these skills can grow into a small call centre operation providing inbound support, complaint handling, customer surveys, and appointment scheduling services. Additionally, strong communication and reporting skills allow you to earn income through customer experience consulting, feedback analysis, and service improvement support. At Uganda Jobs Network, we encourage applicants to view every customer service role as both employment and a pathway to long-term self-reliance.

Job Summary

The Call Centre Agent will serve as the first point of contact for customers seeking assistance related to electricity distribution services. The role involves handling incoming calls, inquiries, and complaints while ensuring accurate information, timely resolution, and professional engagement. In addition to direct customer interaction, the Call Centre Agent will support the supervision and mentoring of graduate trainees, contributing to high-quality service delivery and achievement of departmental objectives.

Department and Job Details

• Organization: Uganda Electricity Distribution Company Limited
• Job Title: Call Centre Agent
• Number of Positions: Five (5)
• Department: Commercial and Operations Service
• Reports To: Call Centre Supervisor
• Employment Type: Full-time
• Duty Station: Kampala (office-based)

Key Result Areas and Responsibilities

• Respond promptly to customer inquiries and complaints, providing accurate information and appropriate solutions.
• Handle incoming calls professionally and diplomatically, ensuring customer concerns are addressed courteously.
• Monitor call volumes and response times to ensure compliance with service level agreements and departmental standards.
• Prepare and maintain accurate records of calls handled, resolutions provided, and customer feedback received.
• Identify recurring customer issues and escalate complex cases to relevant departments for further investigation.
• Collaborate with internal teams to ensure comprehensive and coordinated customer support.
• Collect customer feedback and identify opportunities to improve call centre operations and service quality.
• Contribute to the development and implementation of strategies aimed at enhancing customer satisfaction.
• Ensure compliance with company policies, procedures, and regulatory requirements during all customer interactions.
• Participate in quality assurance processes to assess call handling standards and service delivery performance.

Supervision and Team Support

• Support and guide graduate trainees assigned to the call centre.
• Conduct performance evaluations and provide constructive feedback to support trainee development.
• Promote a positive and professional working environment within the call centre team.

Expected Outputs

• High levels of customer satisfaction through effective handling of inquiries and complaints.
• A well-trained and competent group of graduate trainees contributing positively to operations.
• Accurate call centre records and reports that inform performance monitoring and decision-making.
• Improved customer service processes based on feedback and performance data.
• Full compliance with organisational policies, quality standards, and customer service guidelines.

Person Specifications

Academic Qualifications

• Bachelor’s Degree in Business Administration, Communication, Customer Service Management, or a related field.

Experience

• At least two years of experience in a customer service or call centre role.
• Experience in utilities, telecommunications, or service-oriented industries is an added advantage.

Core Competencies

• Strong commitment to understanding and addressing customer needs.
• Excellent verbal and written communication skills.
• Ability to guide and mentor graduate trainees.
• Strong problem-solving and analytical abilities.
• High attention to detail and ability to manage multiple tasks.
• Flexibility to handle diverse customer inquiries and shift-based work.
• Familiarity with call centre systems, CRM software, and Microsoft Office applications.

Working Environment

• Office-based role with limited travel to upcountry stations.
• Shift-based assignments should be expected.
• Fast-paced environment requiring professionalism and resilience.

How to Apply

All interested and qualified candidates should apply online through the official UEDCL recruitment portal using the link below: Click here to apply – Call Centre Agent, UEDCL

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