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Job Title: Customer Service Officer (3 Fresher Jobs)
Organization: National Social Security Fund (NSSF)
Duty Station: Kampala, Uganda
Reports to: Supervisor Walk-In
About US:
The National Social Security Fund (NSSF) is
positioning itself to be the Social Security Provider of Choice in Uganda. Our
belief at the Fund is that each employee contributes directly to the growth and
success of the business and each employee is expected to take pride in being a
member of the team.
Job Summary:
The Customer Service Officer will be responsible
for ensuring business growth in terms of increasing customer satisfaction and
increasing customer value. The job holder will also be responsible for building
relationships between employees (walk-in & contact center -customers) and
NSSF and ensuring positive word of mouth and good corporate image for the Fund.
Key Duties and Responsibilities:
·
Increasing customer satisfaction
by being courteous to customers, ensuring timely speed of delivery of service
and making sure that customer queries are immediately resolved.
·
The NSSF Customer Service Officer
will develop a customer contacts data base by ensuring that customer activity
and contacts are generated and registered in CRM tool to profile customers and
engage them.
·
Sensitising customers on Fund
products and services
·
The incumbent will be tasked with
ensuring fast track and resolution of customer queries, complaints and requests
·
Generating innovative Ideas to
improve business process and also rolling out of value adding services.
·
Guiding and Counseling clients
who are in dire need, depressed among others but do not qualify to claim their
benefits from NSSF.
·
The Customer Service Officer will
be registering both employers and employees by collecting information from the
party to be registered and verifying it before in-putting data into the system.
·
Processing Benefits by receiving
benefits claims and fast tracking of the payment process
·
Participating in success of
Exhibitions and crowd pulling events
·
The Customer Service Officer will
participate in the success implementation of the Customer Connect Week (CCW)
and Corporate Social Responsibility (CSR)
·
Clearing workflows from the
system when customers are paid
·
Ensure compliance with policy and
procedures by ensuring that the job-holder confirms to policy and procedure
including giving ongoing support to supervisor in meeting Fund objectives.
Qualifications, Skills and Experience:
·
The ideal candidate for the NSSF
Customer Service Officer job opportunity must hold a Bachelor’s degree from a
recognized University. Formal training and/or certifications in the field of
Customer Service shall be an added advantage.
·
Two years of continuous working
experience in a busy commercial corporate customer service environment.
·
Excellent oral and written
communication skills
·
Listening and problem solving
skills
·
Decision making skills
·
Good interpersonal and people
relation skills
·
Good leadership and managerial
skills
·
IT skills- MS Word, Excel,
PowerPoint
·
Knowledge of more than one
language
·
Good planning and organizational
skills
·
Ability to priotize competing
tasks/activities
·
Multitasking skills
·
Team work
·
Analytical skills
·
Presentation skills
·
Quick learner
How to Apply:
All suitably qualified and interested candidates
should send copies of application letters, detailed CVs and academic
credentials addressed to the Head of Human Resources & Administration, and
delivered to the Registry on 13th Floor Workers House for registration and
onward transmission.
NB: Please note that canvassing or lobbying will
lead to automatic disqualification of the candidate.
Deadline: 4th January 2018
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