The Back Office & Escalations Assistant is responsible for managing escalated customer complaints and ensuring they are resolved within defined timelines. This role supports the improvement of service quality through proactive monitoring, accurate reporting, and collaborative engagement with internal technical teams.
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Business Administration
Back Office & Escalations Assistant
Employer / Company
Uganda Electricity Distribution Company Limited
Archived job advert. This original notice is retained for reference. Applications through this advert are closed.Browse current jobs.
Description (Public)
Duties, Roles and Responsibilities
Key Duties and Responsibilities:Customer Complaint Management & Resolution
- Manage escalated customer complaints through inbound and outbound engagement.
- Ensure timely and satisfactory resolution of complaints.
- Accurately log and track all complaints using designated systems.
- Proactively follow up on escalations to ensure closure within defined timelines.
- Escalate critical or high-risk issues promptly for resolution.
- Directly engage with customers to resolve issues and improve satisfaction.
- Track and follow up on pending connections, technical and non-technical exceptions.
- Ensure adherence to outage communication protocols, including proactive customer notifications.
- Manage SMS and outbound communication for service updates and alerts.
- Conduct in-house customer satisfaction surveys to gather insights on service delivery.
- Analyze feedback to identify service gaps and recommend improvements.
- Educate customers on UEDCL products and services to enhance awareness and uptake.
- Generate and share reports on escalated complaints, service performance, and resolution trends.
- Provide insights to support operational monitoring and continuous improvement.
- Maintain accurate records for accountability and performance tracking.
- Work closely with cross-functional teams (technical, dispatch, field teams) to resolve customer issues.
- Support with identification of process inefficiencies and recommend improvements.
- Promote knowledge sharing to enhance service consistency and team effectiveness.
Qualifications, Education and Competencies
Person Specifications / Qualifications:
- Minimum of 3 years’ experience in outbound/customer service operations
- Bachelor’s degree in a business-related discipline
- Strong communication and interpersonal skills
- Customer-focused with the ability to handle escalations and resolve complex issues
- Results-driven with strong follow-through and attention to detail
- Analytical skills with the ability to interpret customer feedback and performance data
- Adaptable and able to work in a fast-paced environment
- Good understanding of business operations and service processes
Application status
This is an archived notice. Applications through this advert are closed.
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