RamcoGas
Verified
Call Center Agent/Administrator
Kireku Railway - Uganda
full-time
permanent
Posted
1 week ago
Experience
2+ Years
Deadline
Jul. 31, 2026 (2 days left)
Job Summary
The Call Center Agent/Administrator handles inbound and outbound customer inquiries, resolves complex complaints, and generates operational performance reports. This professional enforces the 1-hour delivery SLA target, coordinates daily inventory allocations for dispatch teams, handles problem escalations, and collaborates cross-functionally to achieve complete customer satisfaction.
Key Roles & Operational Responsibilities
1. Telephony Management & Customer Care Excellence
- Queue Control: Handle high-volume inbound and outbound customer calls professionally, providing excellent service regarding LPG orders, pricing structures, and utility accounts.
- Dispute Resolution: Resolve customer grievances and delivery friction points smoothly, applying clear internal criteria to escalate critical issues to management when necessary.
- Escalation Ownership: Route unresolved field issues to the appropriate internal teams and track them through the pipeline until a successful resolution is confirmed.
2. Logistics Coordination & SLA Performance Enforcement
- SLA Governance: Monitor real-time field delivery timelines to ensure the company’s signature SLA of 1-hour delivery times is achieved at least 95% of the time.
- Stock Optimization: Coordinate with warehouse teams to ensure active distribution riders and field personnel have sufficient daily inventory to fulfill same-day delivery orders.
- Action Follow-up: Track outstanding field tickets, verify transaction completions, and maintain close contact with customers to ensure total account satisfaction.
3. Administrative Support & Process Optimization
- Analytics Reporting: Compile and distribute accurate operational performance logs, call metrics summaries, and delivery delay reports for review by the Operations Director.
- Systems Collaboration: Work closely with sales, marketing, and customer service teams to identify operational bottlenecks and resolve customer complaints efficiently.
- Continuous Improvement: Evaluate routine customer friction points, provide structural feedback to management, and propose practical process updates to simplify call workflows.
Foundational Capabilities & Prerequisites
Required Technical Profile & Experience
- Academic Foundation: High School Diploma or equivalent credential minimum; a Bachelor’s degree in a relevant commercial or communications field is a distinct advantage.
- Experience Baseline: Proven, successful experience operating within a fast-paced call center ecosystem or a high-volume corporate customer service environment.
- Software Competency: Practical proficiency with Microsoft Office Suite applications (specifically Word, Excel, and Outlook) along with basic customer database tracking systems.
- Stress Tolerance: Proven ability to work under pressure, balance multiple digital workflows at once, and handle difficult or demanding customers calmly.
- Communication Command: Exceptional verbal and written English communication skills, with clear diction and active listening habits.
- Working Schedule Flexibility: Absolute readiness to adjust schedules or work outside standard business hours when peak order volumes or operational needs require support.
Skills Required:
- Communication / Pr / Journalism
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