Call Centre Agent; Luganda Speaking

We are looking for two dedicated and enthusiastic Luganda-speaking Call Centre Agents to join our growing Customer Service team.

You will be responsible for supporting customers in Luganda and English, responding to enquiries, resolving concerns and delivering a consistently positive customer experience. The role requires strong communication skills, attention to detail and a genuine commitment to helping customers.

• Handle inbound and outbound customer interactions through telephone, email, live chat and other designated channels.
• Provide professional and accurate customer assistance in Luganda and English.
• Respond to customer enquiries, product-related questions and account support requests.
• Resolve customer complaints efficiently, escalating more complex issues when required.
• Maintain complete and accurate customer interaction records.
• Follow established customer service processes, operational guidelines and quality standards.
• Achieve individual and team performance targets, including response times, resolution rates and customer satisfaction.
• Ensure customer information is handled securely and confidentially.
• Work collaboratively with colleagues and other departments to improve service delivery.

• Matric Certificate / NQF Level 4 or equivalent.
• Minimum 6 months of customer service experience, preferably within a call centre, BPO, retail, hospitality, banking or similar environment.
• Fluency in Luganda and English, both spoken and written.
• Good computer literacy, including Microsoft Word, Excel and Outlook.
• Minimum typing speed of 25 words per minute.
• Strong verbal communication and active listening skills.
• Excellent customer service attitude and problem-solving ability.
• Ability to multitask and remain professional under pressure.
• Strong attention to detail and willingness to learn.
• Availability to work full-time from the office and accommodate shift-based schedules where required.

• Previous experience in a multilingual call centre or BPO environment.
• Experience using CRM or customer support systems.
• Familiarity with online gaming or iGaming customer service.