Call Center Agent

VACANCY ANNOUNCEMENT (04 Call Centre Agents - Ref: CA/25/02/2026)

Duty Station: Kampala

Department: Marketing

Reports To: Marketing Manager

The International University of East Africa (IUEA) is a leading private university in Uganda committed to academic excellence, innovation, and student-centered learning. As part of our strategic growth and enrollment expansion agenda, we invite applications from qualified, dynamic, and results-driven professionals to join our team as a Call Centre Agent.

Position summary

The Call Centre Agent will serve as the primary point of contact for prospective and returning students, parents, and partners. The role is responsible for managing inquiries, providing accurate academic and admissions information, guiding applicants through the enrollment process, and proactively converting leads into registered students in line with the University’s growth targets.

Key responsibilities

1. Student Engagement & Inquiry Management

1. Handle inbound and outbound calls, emails, WhatsApp, social media, and walk-in inquiries.
2. Provide accurate information on academic programs, entry requirements, tuition fees, scholarships, and student services.
3. Guide prospective students through the admissions and registration process.
4. Follow up on incomplete applications to improve conversion rates.
5. Escalate complex academic matters to Faculties or the Academic Registrar where necessary.

2. Recruitment & Conversion Support

1. Generate and track leads using the University’s CRM/admissions system.
2. Conduct proactive follow-ups to convert inquiries into applications and enrollments.
3. Support marketing campaigns, exhibitions, school visits, and open days.
4. Contribute toward achieving enrollment targets and departmental KPIs.

3. Systems, Reporting & Compliance

1. Maintain accurate records of all interactions and inquiries.
2. Generate periodic reports on inquiry volumes and conversion performance.
3. Ensure compliance with the Data Protection and Privacy Act, 2019 in handling student information.
4. Uphold confidentiality and professional standards at all times.

How to apply

Interested candidates should submit:

1. A detailed updated CV
2. A cover letter
3. Copies of academic and professional certificates

ALL applications should be submitted online on the link https://staff.iuea.app/careers/3

Deadline for applications: 30th April 2026

Qualifications & experience

1. Bachelor’s degree in Marketing, Business Administration, Public Relations, Education, or a related field.
2. Minimum of 1–2 years’ experience in a call centre, admissions, or customer service role.
3. Experience in higher education is an added advantage.
4. Proficiency in CRM systems and Microsoft Office applications.
5. Excellent verbal and written communication skills.

Core competencies

1. Student-centered service orientation
2. Strong persuasion and interpersonal skills
3. Attention to detail and data accuracy
4. Cultural sensitivity and professionalism
5. Problem-solving and teamwork abilities
6. High level of integrity and ethical conduct