1 Job Position – Senior Call Centre Agent at Rwanda Social Security Board (RSSB) | Deadline: 17 October 2025
1 Job Position – Senior Call Centre Agent at Rwanda Social Security Board (RSSB) | Deadline: 17 October 2025
Organization: Rwanda Social Security Board (RSSB)
Position Title: Senior Call Centre Agent
Location: Kigali, Rwanda
Deadline: 17 October 2025
About the Opportunity
The Rwanda Social Security Board (RSSB) continues to expand its commitment to excellent customer service and citizen engagement.
“We’re looking for talented individuals who share our vision of creating innovative, impactful solutions that make a difference. Our team is a diverse group of professionals with a passion for their craft and a commitment to excellence. We offer a stimulating and collaborative work environment, competitive salaries and benefits, and a commitment to professional growth.
If you’re ready to take the next step in your career and be part of something bigger, then come join us!
We look forward to hearing from you.”
— Rwanda Social Security Board (RSSB)
As a Senior Call Centre Agent, you will play a key role in providing high-quality customer service, ensuring effective communication with clients, and supporting RSSB’s goal of delivering efficient and reliable social protection services.
This is a great opportunity for individuals who are service-oriented, professional, and passionate about improving customer experiences.
Key Responsibilities
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Handle incoming and outgoing calls, emails, and messages from clients and partners.
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Provide accurate information on RSSB services, policies, and procedures.
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Record and track client interactions in the customer relationship management system.
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Resolve customer complaints and escalate complex cases to appropriate departments.
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Ensure timely follow-up and maintain high levels of client satisfaction.
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Support the training and supervision of call centre agents to maintain quality service.
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Monitor call performance and assist in developing call scripts and communication standards.
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Prepare weekly and monthly reports on call centre performance and customer feedback.
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Contribute to continuous improvement initiatives for service quality and efficiency.
Required Qualifications and Experience
Option 1:
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Master’s Degree in Communication, Customer Service Management, Business Administration, Public Relations, or a related field.
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At least 2 years of relevant experience in a call centre, customer service, or client support role.
Option 2:
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Bachelor’s Degree in Communication, Customer Service Management, Business Administration, Public Relations, or a related field.
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At least 4 years of relevant experience in customer service or call centre operations.
Key Competencies
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Excellent communication and interpersonal skills.
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Strong problem-solving and customer-handling abilities.
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Ability to multitask and manage time effectively.
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Knowledge of CRM systems and call management software.
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High level of professionalism and empathy when dealing with clients.
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Fluency in English and Kinyarwanda (French is an added advantage).
Why Join RSSB?
Joining RSSB means contributing to an organization that is transforming lives and promoting social and economic well-being for all Rwandans.
You’ll work with a dedicated and innovative team, gain access to career development opportunities, and play an important role in enhancing customer satisfaction nationwide.
How to Apply
Interested candidates should apply through the RSSB recruitment portal before the deadline: 17 October 2025.
Only shortlisted applicants will be contacted.
Rwanda Social Security Board (RSSB) – Transforming lives through service excellence.
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