Customer Care Officer – Call Center

Company: FutureLink Technologies

FutureLink is Africa’s community-driven marketplace for financial services,
headquartered in Mauritius, with operations in Uganda regulated by the Bank of Uganda.

We are on a mission to create financial freedom for all in Africa so that all may thrive.
We are seeking a mission-driven and analytical individual with a strong business background
to join our team as a Customer Care Officer.

Job Summary

The Customer Care Officer will be part of a team that ensures quality in all customer interactions,
making every call a memorable experience and offering real-time solutions in every interaction.

Key Duties and Responsibilities

• Manage large volumes of incoming and outgoing calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust through open communication.
• Provide accurate, valid, and complete information using the right tools.
• Handle customer complaints and provide appropriate solutions within time limits.
• Keep records of customer interactions, process accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Collaborate with team members to improve customer experience.
• Go the extra mile to engage customers.

Qualifications, Skills and Experience

• Strong communication skills (written and verbal).
• Excellent active listening skills.
• Exceptional interpersonal and rapport-building skills.
• Patient and empathetic attitude.
• Strong time management, multitasking, and organizational skills.
• Familiarity with CRM systems and practices.
• Comfortable working in a fast-paced environment.
• Troubleshooting skills (basic to advanced).
• Computer literacy.
• Coachable and willing to take on challenging tasks.
• Experience in customer service (accounts, sales, technical support, etc.).
• Ability to speak Kiswahili and other languages such as Runyakitara
  (Runyankole, Rukiga, Rutooro), Luganda, Lusoga, Lugisu, Ateso, Rufumbira, Lukonzo.

Knowledge, Skills and Abilities

• Technical capability
• Business acumen
• Strategic thinking
• Customer/client focus
• Proficiency in computer programs (word processing, email)

Application Details

Email: careers@fitug.com

Deadline: 8th May 2026

Website: www.fitug.com | Tel: +256 393 238 278 | Email: info@fitug.com