Customer Service Executive (Luganda Speaker)

The Customer Service Executive (Luganda Speaker) is responsible for delivering high-quality customer support to Luganda-speaking customers. The role involves handling customer inquiries, resolving issues efficiently, and ensuring a positive customer experience across all interaction channels while upholding company service standards.

Key Responsibilities

Customer Support & Service Delivery

• Handle inbound and outbound customer interactions professionally in Luganda and English.

• Respond to customer inquiries, complaints, and requests via phone, email, chat, or in person as applicable.

• Provide accurate information about products, services, policies, and procedures.

• Resolve customer issues promptly and escalate complex cases in line with company guidelines.

Customer Experience & Relationship Management

• Ensure a consistently positive and courteous customer experience.

• Build rapport and trust with customers through effective communication and problem resolution.

• Follow up on customer issues to ensure timely closure and customer satisfaction.

Documentation & System Management

• Accurately capture customer interactions, complaints, and resolutions in the CRM or customer management system.

• Maintain up-to-date customer records and ensure data accuracy and confidentiality.

• Generate basic reports on customer issues, feedback, and service trends when required.

Service Standards & Compliance

• Adhere to company policies, customer service procedures, and quality assurance standards.

• Meet individual and team service KPIs, including response time, resolution rate, and customer satisfaction.

• Comply with data protection, confidentiality, and regulatory requirements applicable in Kenya.

Teamwork & Continuous Improvement

• Collaborate with team members and other departments to resolve customer issues effectively.

• Participate in training, coaching sessions, and performance reviews.

• Provide customer feedback and insights to support service and product improvements.

Requirements

Qualifications

• Minimum of a Diploma or Certificate in Customer Service, Business, Communication, or a related field.

Experience

• At least one (1) year of experience in a customer service or call centre role is an added advantage.

• Experience working in a contact centre or service-oriented environment is preferred.

Skills & Competencies

• Fluency in Luganda (spoken and understood) is mandatory.

• Good working knowledge of English (spoken and written).

• Strong communication and active listening skills.

• Excellent interpersonal and customer-handling skills.

• Ability to work under pressure and handle difficult customers professionally.

• Basic computer skills and ability to work with CRM systems.

• Attention to detail and strong problem-solving ability.