28 April 2017

Fresher Customer Service Jobs - Officer Client Support at Uganda Revenue Authority (URA)

Job Title:      Officer Client Support
Organisation: Uganda Revenue Authority (URA)
Duty Station: Kampala, Uganda
Reports to: Supervisor Client Support
Job Code: HRM/011/602

About URA:
The Uganda Revenue Authority (URA) was established by the Uganda Revenue Authority Statute of 1991 and set up in September of the same year as a central body for assessment and collection of specified revenue, to administer and enforce the laws relating to such revenue and to provide for related matters. This statute incorporated all the laws that were in force then regarding tax collection. The new organization (URA) amalgamated the three tax administration departments that were responsible for all the taxes collected by the Central Government of Uganda.

Job Summary: The Officer Client Support will support the Uganda Revenue Authority (URA) in the implementation of stakeholder and communication management strategies geared towards enhancing clients’ satisfaction.

Key Duties and Responsibilities:  
Support Internal and external clients in accessing URA services & products to enhance client satisfaction and compliance.
  • Design and write concepts to improve service delivery in the organization
  • Collect and analyze feedback from clients and prepare reports that advise management on improving service delivery
  • The incumbent will receive, register and handle requests for external calls to be made and make follow up calls on request
  • Engage key stakeholder in targeted sector to create awareness of tax obligations and seek their support in mobilizing the community
  • Sensitize taxpayers on a daily basis depending on individual needs arising
Carry out taxpayer engagements to Increase client satisfaction and awareness:
  • Compile Frequently ask questions at the station and assess feedback from talk shows to inform areas of tax payer sensitization
  • Identify requirements (funds and education materials) for the engagements and forward requests to the Supervisor for mobilization
  • Make presentations and trainings at the engagements to enhance client satisfaction.
  • Identify topics to be discussed, review talking points and participate talk shows
  • Make advance preparations prior to CG’s engagements with internal and external stake holders
  • Prepare folders with URA brochures, any other URA data to distribute to the stakeholders at the engagements
Conduct Monitoring and Evaluation in the public to assess URA’s service standards
  • Design checklist for collecting information from the field and submit to supervisor for approval
  • Design appropriate client satisfaction surveys both online and manual and execute as guided by supervisor
  • The jobholder will distribute the checklist and interact with tax payers to identify service satisfaction and reputation towards the organization
  • Develop and write client satisfaction report with recommendations to improve on client satisfaction.
Conduct stakeholder engagements to enhance and promote effective partnerships
  • Develop and manage the stakeholder management matrix
  • Engage and respond with appropriate information to stakeholders at the engagements to enhance productive partnerships
  • Make advance preparations prior to CG’s stakeholder engagements with internal and external stake holders
  • Make requisite arrangements for the stakeholder engagements
  • Update and implement stakeholder management guidelines
  • Assess the services given to the stakeholders to identify areas of improvement and submit to the line supervisor for further management.
Qualifications, Skills and Experience:
  • The applicant for the Uganda Revenue Authority URA Officer Client Support job placement must hold an honors degree in Mass Communication or Business Administration with a major in Marketing.
  • Specialized training in Client Relationship Management and or Marketing.
  • At least two years’ experience in a Client Relationship Management or Media Relations role in a Reputable Organization.
  • Broad knowledge of the Tax laws of Uganda is an added advantage.
  • Working knowledge of Client Service Standards and guidelines.
  • Broad knowledge and understanding of customer care strategies that enhance the organization’s image
  • He/she should have an impeccable record of integrity
  • Good customer relations management skills
  • Excellent interpersonal and communication skills
  • Demonstrated ability to control and thrive in stressful working environments
  • Ability to design and conduct client satisfaction surveys
  • Ability to work well in teams
  • Good reporting skills
  • Possess good computer skills
  • Highly analytical with an attention to detail
  • Excellent interpersonal and relationship skills

How to Apply:
All suitably qualified and interested candidates who wish to join URA should apply online by visiting the website below. Please go to Careers link, Click Here, ‘CAREERS -> EXPERIENTIAL HIRING -> Login (If new, register, else continue)’ to view detailed job description of the roles and responsibilities and other required competencies. All applicants are required to scan and attach copies of the required academic documents only e.g. Transcript, O’ Level, A’ level, Degree certificates. Each attachment should not exceed a limit of 1MB and ONLY Portable Document Format (pdf) are allowed.

Note: The list of shortlisted and successful candidates will be published on the URA website. Academic documents for the successful candidates will be vetted and background checks conducted before they are considered for appointment into the Authority. Any applicants found with forged academic documents will be charged in the courts of law.

Deadline:  2nd May 2017 at 11:59pm

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