Customer Care Agents
Full time @Q-Sourcing Servtec posted 22 minutes ago in Finance Shortlist Email JobJob Detail
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Job ID 21364
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Career Level Officer
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Experience 3 Years
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Gender Both
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Industry Human Resource
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Qualifications Degree Bachelor
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Job Type Full time
Job Description
About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client D.Light, we are looking for skilled and competent Customer Care Agents to work in Kampala.
Number of Vacancies: 74
About Job
The role is responsible for delivering exceptional customer service, resolving customer concerns, promoting relevant product upgrades, and supporting customer retention initiatives while ensuring a positive customer experience aligned with D.light standards.
Key Responsibilities
- Handle inbound and outbound customer interactions professionally and efficiently.
- Provide accurate information regarding D.light products, services, repayments, warranties, and account status.
- Identify customer needs and recommend suitable product upgrades, accessories, or service solutions.
- Manage upsell and cross-sell opportunities generated through internal systems and customer interactions.
- Resolve customer complaints, inquiries, and technical concerns within agreed turnaround times.
- Accurately capture customer information, call outcomes, and case notes in CRM and support systems.
- Follow up on customer callbacks, payment commitments, and pending resolutions.
- Escalate unresolved or high-priority issues to the relevant departments within defined SLAs.
- Maintain compliance with company policies, quality assurance standards, and customer care procedures.
- Consistently meet performance KPIs including customer satisfaction, call quality, productivity, and sales targets.
- Support customer retention initiatives by building trust and maintaining positive customer relationships.
- Stay updated on product knowledge, promotions, scripts, and operational processes.
Operational Expectations
- Deliver exceptional customer experiences aligned with d.light values and service standards.
- Meet daily, weekly, and monthly KPIs related to customer satisfaction, productivity, and sales performance.
- Maintain high-quality assurance and compliance scores.
- Ensure timely and accurate handling of customer interactions and escalations.
- Promote customer loyalty through professional and solution-oriented engagement.
Qualifications
- A bachelor’s degree or diploma in any field.
- 1-2 years of experience in Customer experience, relations or customer service or any related field.
All candidates who meet the criteria outlined above are encouraged to apply under the job vacancy “QSSU-DL-CCA-CUSTOMER CARE AGENT”
Note
The deadline for applications is not later than 08:00 am Monday 25th May, 2026
Application link: https://jobs.qsourcing.com/jobs/Careers/735362000016975017/QSSU-DL-CCA-CUSTOMER-CARE-AGENT?source=CareerSite
Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Important Procedure
- Click the GREEN BUTTON “APPLY FOR THE JOB“
- You will be re-directed to the Source/Application Procedure.
- Read the Job description attached.
- Apply using the Instructions Provided.
Disclaimer Notice:
- No payments should be made during the application process.
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