- Job Overview
This role focuses on handling customer complaints that need special attention. You will step in when normal customer service channels fail to resolve an issue. Your job is to follow up, coordinate with teams, and ensure every complaint reaches a clear solution.
In daily work, you will receive escalated cases, contact customers, track progress, and push internal teams to act quickly. You will not sit idle. You will chase issues until they are closed.
You will also analyze complaints and identify patterns. This helps the company improve service delivery. The role suits someone who is organized, patient, and able to handle pressure from customers and internal teams.
- Key Responsibilities
You will manage escalated complaints from start to finish. This includes calling customers, understanding the issue, and ensuring it gets resolved.
You will log every complaint in the system and track its progress. Accurate records are important for accountability.
You will follow up on pending issues such as power connections, outages, and service delays. You must ensure they are resolved within set timelines.
You will communicate service updates to customers through calls, SMS, or other channels. This keeps customers informed and reduces frustration.
You will conduct customer satisfaction surveys to collect feedback after service delivery.
You will analyze feedback and identify common problems. You will then suggest improvements to reduce future complaints.
You will prepare reports on complaint trends, resolution time, and service performance.
You will work closely with technical teams, field staff, and dispatch teams to resolve issues quickly.
- Requirements and Qualifications
You need a bachelor’s degree in Business Administration, Management, or a related field. This gives you a foundation in operations and customer service.
You should have at least three years of experience in customer service, call center, or operations support roles. This ensures you can handle customer interactions confidently.
You must have strong communication skills. You will deal with frustrated customers and must respond clearly and calmly.
You should be detail oriented. Tracking complaints requires accuracy and consistency.
You must be results driven. The goal is to close cases quickly and improve service levels.
You should have basic analytical skills. You will review data and identify patterns in complaints.
- Salary Range Estimate
Expected range, UGX 1,200,000 to UGX 3,000,000 per month.
Salary depends on experience, performance, and internal company structure.
- About the Company
Uganda Electricity Distribution Company Limited is responsible for distributing electricity across Uganda. The company manages power connections, maintenance, and customer service related to electricity supply.
It operates in a highly regulated environment where service reliability and customer satisfaction are critical.
Working here exposes you to large scale operations, public service delivery, and technical coordination. The environment is structured and performance focused.
- Location Breakdown
The role is based in Lugogo.
Lugogo is a busy commercial area in Kampala with easy access to offices and transport.
Working in Kampala gives exposure to a large customer base and fast paced service operations. The cost of living is higher than upcountry areas, but there are more opportunities for career growth.
- How to Apply Smart Tips
Tailor your CV to highlight customer service experience. Focus on roles where you handled complaints or resolved issues.
Use keywords like customer experience, complaint resolution, service delivery, and escalation handling.
Show examples of how you improved service or handled difficult customers.
Keep your CV clear and structured. Recruiters scan quickly.
- Pro Tips to Stand Out
Show experience in handling escalations, not just basic customer support.
Highlight your ability to follow up and close issues without supervision.
Mention tools you have used, CRM systems, Excel, or reporting tools.
Demonstrate patience and problem solving skills. These are critical in this role.
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