Job Title: Enquiry Officer (Call Centre) – Q-Sourcing Uganda Jobs 2022

Organization: Q-Sourcing Servtec

Job Location: Uganda

Reports to: Communications Lead



Q-Sourcing Servtec Profile:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.



Job Summary:

The East African Crude Oil Pipeline (EACOP) Project involves the construction and operation of a buried, cross-border pipeline to transport crude oil from the Lake Albert area in Uganda to the eastern coast of Tanzania for export to international markets. The pipeline will run from Kabaale in Hoima District, Uganda, to Chongoleani, Tanga Region, in Tanzania. The length of the pipeline is 1,443 kilometres (km) of which 296 km will be in Uganda.  In Uganda the pipeline will traverse ten (10) Districts, comprising Hoima, Kikuube, Kakumiro, Kyankwanzi, Mubende, Gomba, Sembabule, Lwengo, Rakai and Kyotera.

The Enquiry Officer will receive walk in clients, answer calls, collect and analyze feedback from clients, receive incoming documents and respond to stakeholders/ partners emails on Info mail to enhance stakeholder satisfaction.

The Jobholder reports to the Communications Lead and works closely with all other departments.



Roles and responsibilities:

  • Support Internal and external stakeholders in accessing EACOP services
  • Receive and acknowledge incoming documents, and route to the respective offices
  • Receive walk-in clients, register and issue them with visitor’s passes
  • Answering calls to learn about and address caller’s needs, complaints, or other issues.
  • Collect and analyze feedback from clients and prepare reports that advise management on improving service delivery
  • Respond stakeholders/ partners emails on Info mail to enhance customer satisfaction
  • Receive, Register, and handle requests for external calls to be made and make follow up calls on request
  • Attending to and Channelling Emails to the respective departments.
  • Responding efficiently and accurately to callers and ensuring that clients feel supported and valued.
  • Engaging in active listening with callers, confirming or clarifying information.
  • Taking part in training and other learning opportunities to expand knowledge of company and position.
  • Adhering to all company policies and procedures.
  • Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
  • Using listening skills to understand the needs and complaints of the customer before offering them feedback.
  • Responding efficiently to customers and creating a positive experience.
  • Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
  • Understanding and using the required software, reports, tools, and metrics.
  • Transferring and escalating the calls to the appropriate department if needed, such as sales.
  • Participating in training and striving to increase and improve existing skills.
  • Adhering to all company policies and procedures.
  • Evaluation and Monitoring of incoming calls and


The main objective during the current stage is to ensure that all the conditions are in place for a smooth and efficient restart of the project in line with the established project standards whilst protecting the project’s technical achievements from the past 3 years


Contribute to essentially have a smooth and effective running of the EACOP Project in all matters highlighted in the present Service Description



Minimum Qualifications

  • Bachelor’s Degree in any field
  • Excellent customer relations management skills, active listening, and verbal and written communication skills, professional phone voice.
  • Understanding of company products, services, and policies.
  • Proficient computer skills and excellent typing skills – basic computer knowledge in Microsoft office packages such as MS Word and MS Excel
  • Ability to ask prying questions and diffuse tense situations.
  • Strong time management and decision-making skills.
  • Adaptability and accountability.
  • Fluency in English (Spoken and Written)
  • Exceptional telephone etiquette
  • Verbal, and written communication skills.
  • Ability to resolve conflict and diffuse tension.
  • Understanding of target audience and Company stakeholders.
  • Ability to control and thrive in stressful working environments



How To Apply for Q-Sourcing Uganda Jobs 2022

All interested and suitably qualified candidates should submit their applications through the link below.

Click here to apply

Closing Date: 5:00pm, Friday 9th September 2022



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