Customer Service Representative

General description

The Customer Service Representative will be based in Kamapala, and will support sales and Business development Team.

Position Overview: Key Responsibilities Customer service

• Receives, follows up and resolves client queries and complaints raised on Mox, email or via phone and always ensures customer satisfaction.
• Comply with Quality Assurance by meeting statistical requirements and complying with quality standards by maintaining confidentiality and patients’ personal data and other information to protect the privacy of patients and integrity of the organization, ensuring the organizations’ customer service objectives.
• Conduct TMR (tracking monitoring and reporting) to update clients and sample sent.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Escalate any customer queries that they are unable to resolve.
• Review requests that come in from the info email address and WhatsApp platform and re-direct those that need to be handled by another department.
• Collaborate with internal teams (management) to address customers’ needs.
• Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers.
• Transferring calls to various departments dependent on the kind of assistance the caller requires.
• Taking departmental meeting minutes from time to time whenever tasked by the line manager.
• Monitors and manages phone check list to ensure all urgent results have been phoned through.

Tele-sales

• Prospecting for business through calls or emails handed over from the BDT that require follow-up.
• Provides pricing quotes to both internal and external customers in a timely and efficient manner to ensure that they receive correct and adequate information.
• Resolving operational issues such as lack of communication to ensure mutual understanding and implementation of changes for improvement of service delivery to internal and external clients
• Assist with on-boarding doctors onto the path portal and make follow up on all information required.
• Update list of telephone numbers for all clients.
• Any other job as assigned by manager.

Other

• Maintain or update business databases to ensure correct and accurate information.

Competencies Required to do the job Technical Competencies:

• High level of numerical, analytical, conceptual, and problem-solving skills.
• Ability to influence, motivate and engage at all levels of the business.
• Detail orientated.
• Inspires and drives excellence in all aspects of work.
• Maintain confidentiality and integrity.
• Highly organised and flexible.

Behavioural Competencies:

• The ability to work autonomously and hold themselves accountable.
• Ability to work under pressure and meet set deadlines.
• Conflict management and dispute resolution capabilities
• Interact and communicate in a respectful manner taking into consideration the diverse cultures.

Qualifications

• Minimum holder of higher diploma in Marketing, Business Development or equivalent
• Minimum of 1 to 2 Years Relevant Working Experience in Similar Role
• Relevant qualifications in Medical Science
• Any other relevant certificate.

Application details

Interested candidates should submit their applications to CLA - Uganda HR uganda.hr@cerbalancetafrica.com ,not later than the 11th August 2026. Only online Applications shall be processed.

Applications must include the following information:

Copy of cv and qualifications, contact details, references, bio data, and expected salary package.

Shortlisted candidates will undergo an Assessment test.