The Ugandan Jobline

Job Title:      Customer
Service Officer (Several Fresher Jobs) 

Organization: National Social Security Fund (NSSF)

Duty Station: Kampala,
Uganda

Reports to: Supervisor
– Walk-In and E-channels

About US:

The National Social
Security Fund (NSSF) is a Provident Fund mandated to provide social security to
its members as prescribed by law under CAP 222 (Laws of Uganda) through
efficient management of members’ contributions. The NSSF asset base is
currently over Ugx. 9.8  trillion, making the Fund one of the largest
players in Uganda’s economy.

Job Summary:  The Customer Service Officer will be
responsible for ensuring business growth in terms of increasing customer
experience and increasing customer value on both walk-in and online customers.
The jobholder 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: 

·        
Build
and maintain customer relations:
The role requires to endeavor to increase the levels of trust held by new and
existing customers.

·        
Quality
customer Service: The role
requires the holder to improve the service experience by delivering efficient
and quality service to customers.

·        
Promote
Fund products and services:
Maintains a complete understanding of all products and services offered via
Fund’s distribution channels, with knowledge sufficient to discuss product and
service attributes fully and confidently with customers so to create awareness
about the Fund’s offering.

·        
Process
member benefits: Contributes to
the efficient operation of the section and department through accurate and
timely processing of and fast tracking of member benefits.

·        
Influence
members’ decision-making: The
role involves influencing members’ decision-making and guiding members through
Financial Literacy skills so that they do not withdraw all but retain part of
their money with the Fund as a draw down, and utilise Fund’s range of products
to include voluntary savings products, which assists the Fund meet its
strategic objective.

·        
Ensure
fast track and resolve of customer queries, complaints and requests: Contributes to the efficient operation of
the section and department through the accurate and timely processing of all
customer complaints and requests and immediate feedback is given to customers.

·        
Maintain
audience experience while using the online channels: The role involves sustaining an engaging
audience experience and to increase audience satisfaction through moderating
all user-generated content as appropriate so to promote overall Fund brand
through Fund’s online and social media channels.

·        
Guide
and counsel customers: This
involves guiding and providing basic counseling to customers who are in dire
need, depressed among others but do not qualify to be paid their benefits from
NSSF.

·        
Administration: Proactively assist in the completion of data
entry as directed/requested based on current procedures and deadlines; Capture
statistics and prepare reports as directed by the Manager or supervisor.

·        
Operational
Support, Procedures and compliance: Contributes to maintaining a filing system and archiving customer
records for proper management.

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 Graduate degree CGPA of 4.0.

·        
One year
of working experience working in a busy commercial customer service
environment.

·        
Good
oral and written communication

·        
Good
interpersonal skills

·        
Good
leadership and managerial skills

·        
IT
skills- MS Word, Excel, PowerPoint

·        
Knowledge
of more than one language

·        
Planning
and organising skills

·        
Team
work

·        
Problem
solving

·        
Analytical
skills

·        
Presentation
skills

How to Apply:

All candidates
should visit this link online Click
Here, and fill in the application form and send copies of academic
credentials, application letters and detailed CVs to recruitment@nssfug.org for
registration and onward transmission.

NB:
Please note that canvassing or lobbying will lead to automatic disqualification
of the candidate

Deadline: 27^th September 2019 by 5:00pm

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