3 Fresher Customer Service Officer Job Opportunities – National Social Security Fund (NSSF)

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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