Job Summary

Exquisite Solution Limited is recruiting a Service Center Advisor for a leading telecom client . The role focuses on delivering excellent customer service resolving customer issues and supporting day-to-day service center operations Fluency in English along with proficiency in Ateso and Kumam is essential for effective customer engagement

Key Responsibilities

Customer Service Delivery

Deliver prompt professional and courteous service to all customers
Address queries complaints and service requests efficiently
Educate customers about available products and services to support informed decisions

Issue Resolution & Escalation

Resolve routine and moderately complex issues using defined procedures
Escalate non-standard problems appropriately for guidance and resolution

Operational Support

Assist the Service Centre Manager in daily branch operations and process management
Coordinate and oversee third-party staff to ensure high-quality service delivery
Support team debriefs and reinforce performance expectations

Compliance & Fraud Prevention

Implement and maintain dual control procedures to safeguard operational integrity
Monitor for potential fraud or irregularities and escalate as needed

Peak Period Management

Manage high-traffic situations effectively to minimize service delays and ensure smooth operations

Stakeholder Coordination

Liaise with internal departments (Sales IT HR Finance Marketing) to support branch-level initiatives
Build and maintain relationships with store partners external vendors and internal teams

Team Development

Promote high service standards across teams and foster a positive disciplined work environment
Contribute to ongoing service enhancements and continuous improvement efforts

Qualifications and Competencies

Category	Details
Education	Bachelor’s degree in Business Administration Social Sciences or a related field
Experience	Minimum 3 years’ experience in a customer-facing or service environment Strong knowledge of retail operations and customer service standards
Skills	Proven ability to deliver excellent customer service and drive results Skilled in sales engagement operations management and data interpretation Excellent communication and interpersonal skills Adaptable quick learner and able to work independently Team player with leadership potential and a proactive mindset Fluency in English and proficiency in Ateso and Kumam