Customer Service Representative (Luganda speaking)

About the role

Atlas Contact Centers is seeking a Luganda‑speaking Customer Service Representative to join its call‑center team in Westlands. You will be the first point of contact for customers, handling enquiries, resolving issues and ensuring a positive experience.

Key responsibilities

• Listen to customer enquiries, understand the issue and provide a solution using the company’s business systems.
• Log all interactions accurately and confirm customer contact details after each call.
• Escalate unresolved issues to the on‑shift supervisor and follow up until a resolution is reached.
• Guide customers clearly on next steps, upsell or cross‑sell relevant packages where appropriate.
• Maintain knowledge of service standards, KPIs and multi‑channel support goals.
• Provide timely notifications to management about negative trends or urgent matters.
• Participate in team meetings and contribute to performance improvement initiatives.

Required profile

• Mid‑level experience (approximately 3 years) in a call‑center or customer support environment.
• Fluent in Luganda and proficient in English.
• Strong communication skills and a customer‑focused attitude.
• Ability to work independently, take ownership of cases and follow escalation procedures.

Required skills

• Proficiency with standard business and CRM systems used for logging and tracking customer interactions.