Back Office & Escalation Assistant – Contact Centre

Job Description

Requirements

• .
• Minimum of 3 years’ experience in outbound/customer service operations
• Bachelor’s degree in a business-related discipline
• Strong communication and interpersonal skills
• Customer-focused with the ability to handle escalations and resolve complex issues
• Results-driven with strong follow-through and attention to detail
• Analytical skills with the ability to interpret customer feedback and performance data
• Adaptable and able to work in a fast-paced environment
• Good understanding of business operations and service processes
• APPLY NOW

Responsibilities

• Customer Complaint Management & Resolution
• Manage escalated customer complaints through inbound and outbound engagement, ensuring timely and satisfactory resolution
• Accurately log and track all complaints using designated systems
• Proactively follow up on escalations to ensure closure within defined timelines
• Escalate critical or high-risk issues promptly for resolution
• Directly engages with customers to resolve issues and improve satisfaction
• Monitoring & Operational Follow-Up
• Track and follow up on pending connections, technical and non-technical exceptions
• Ensure adherence to outage communication protocols, including proactive customer notifications
• Manage SMS and outbound communication for service updates and alerts
• Customer Experience & Feedback
• Conduct in-house customer satisfaction surveys to gather insights on service delivery
• Analyze feedback to identify service gaps and recommend improvements
• Educate customers on UEDCL products and services to enhance awareness and uptake
• Reporting & Performance Tracking
• Generate and share reports on escalated complaints, service performance, and resolution trends
• Provide insights to support operational monitoring and continuous improvement
• Maintain accurate records for accountability and performance tracking
• Collaboration & Continuous Improvement
• Work closely with cross-functional teams (technical, dispatch, field teams) to resolve customer issues
• Support identification of process inefficiencies and recommend improvements
• Promote knowledge sharing to enhance service consistency and team effectiveness
• EXPERIENCE, SKILLS &

Benefits

• Work with one of the largest utility employers in Uganda
• Career growth in a regulated, mission-critical sector
• Exposure to modern distribution infrastructure including the Lugogo pole plant and rural electrification programmes
• Competitive UEDCL terms and conditions of service