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| BRAC Uganda Bank |
Customer Service Advisor (Call Center) Job Post
Location: Jobs in Uganda 2025 - 2026
Work Hours: Full-time, 08 hours per day
Salary:
UGX
No. of vacancies: 01
Deadline: August 07 2026
Hiring Organization: BRAC Uganda Bank
Job Details:
Job Title: Customer
Service Advisor (Call Center)
Reports to: Customer
Experience & Service Quality Supervisor
PURPOSE OF THE ROLE
To provide responsive
and professional customer service by handling customer enquiries, recording and
escalating complaints, and supporting branches in resolving customer service
issues to ensure a positive and consistent customer experience.
MAIN
JOB RESPONSIBILITIES
1.
Manage inbound and
outbound customer calls efficiently, ensuring timely and professional service delivery.
2.
Build and maintain
strong customer relationships by delivering exceptional service and exceeding
customer expectations.
3.
Provide accurate
information and guidance on account types and banking products, including SMS
Banking, Online Banking, money market accounts, loans, and credit cards.
4.
Promote and drive the
cross-selling and up-selling of the Bank’s products and services to meet
customer needs and business objectives.
5.
Handle customer
inquiries and complaints promptly, providing appropriate solutions or
alternatives within established service standards.
6.
Prepare and submit
reports on customer complaints, resolutions, and service trends to support
continuous service improvement.
7.
Participate in monthly
performance review meetings with the Customer Service Supervisor and implement
agreed improvement actions.
8.
Achieve individual and
team key performance indicators (KPIs), including qualitative and quantitative
service targets.
9.
Escalate or refer
customer issues to the appropriate department to ensure timely and effective
resolution.
10.
Maintain comprehensive
knowledge of all Bank products, features, benefits, policies, and procedures,
and proactively educate customers to enhance product awareness and usage.
11.
Safeguarding: Read,
understand, practice, promote and endorse the issues of safeguarding policy
among team members and ensure the implementation of safeguarding standards in
every course of action. Follow the safeguarding reporting procedure in case any
reportable incident takes place, encourage others to do so
REQUIRED
QUALIFICATIONS AND SKILLS.
• Minimum of 2 years
of progressive work experience, including a minimum of 1 year in a customer
service role within a banking institution.
• Bachelor’s degree in business/finance or related field.
KNOWLEDGE, EXPERIENCE
& COMPETENCIES
• Computer literate
• Good interpersonal skills
• Ability to work under pressure with minimum supervision
• Excellent communication skills
• Problem solving skills and ability to multitask
• Ability to use positive language
• Ability to work as a team
• Flexible, able to work in any part of the country.
• High levels of integrity
Application procedure
Interested candidates should email their application letter, Curriculum Vitae, and copies of relevant academic documents, IN ONE PDF FILE mentioning the job title as the subject matter to recruitment.bracugandabankltd@bracuganda.co.ug NOT later than Friday 7th August 2026. All applications should be addressed to the Head Human Resource BRAC Uganda Bank Ltd in one PDF.
Note: Only shortlisted candidates will be contacted.
Date Posted: 2026-08-03
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