Back Office & Escalations Assistant Officer job at Uganda Electricity Distribution Company Limited (UEDCL)

Background information about the job or company

The Uganda Electricity Distribution Company Limited (UEDCL) is a limited liability company incorporated in Uganda under the Companies Act. UEDCL owns the 33KV and below voltage electricity distribution networks. The company sales and distributes electricity in Uganda as per ERA License issued on 31 December 2024 covering over 135 political districts, operates a modern pole plant at Lugogo, and executes key rural electrification schemes on behalf of the Government of Uganda.

UEDCL is seeking to recruit qualified, competent and highly motivated Ugandans to fill the following positions;

Responsibilities or duties

• 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 or requirements

• 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

Experience needed

• Minimum of 3 years' experience in outbound/customer service operations

• 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.

• 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

• Bachelor's degree in a business-related discipline