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Customer Service Representative:(Luganda speaking)
Atlas Contact Centers
Full Time 🇰🇪 Kenya
Posted 10 days ago (26 Aug 2026) Updated 10 days ago
Job Description
The Customer Service Representative provides comprehensive support to Luganda‑speaking customers, ensuring issues are resolved promptly and satisfaction is maintained. Responsibilities include handling inquiries, logging interactions, escalating complex cases, and actively upselling relevant products and services. The role also involves monitoring performance metrics and contributing to continuous improvement initiatives.
Qualifications & Requirements
- • Diploma or degree from a recognized institution of learning
- • Fluency in Luganda and English, both written and spoken
- • Strong communication and interpersonal skills
- • Ability to handle multiple tasks in a fast‑paced environment
Required Skills
Responsibilities
- • Understand and address customer enquiries, providing accurate solutions
- • Log all interactions in the designated business and ticketing systems
- • Confirm customer contact details and ensure satisfaction after issue resolution
- • Escalate unresolved issues to the supervisor and follow up until closure
- • Guide customers on next steps and educate them about products and self‑service options
- • Identify upselling and cross‑selling opportunities during interactions
- • Meet or exceed KPI targets for response time, resolution rate, and customer satisfaction
- • Collaborate with the supervisor to improve individual and team performance
- • Notify management of emerging trends, urgent issues, or service gaps
- • Participate in team meetings and process‑improvement sessions