• 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.

• 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.