Fresher Call Centre Jobs – Complaints Handling Officer – Uganda Association of External Recruitment Agencies (UAERA)

Job Title:       Complaints Handling Officer (Call Centre Jobs)

Organization: Uganda Association of External Recruitment Agencies (UAERA)  

Duty Station: Kampala, Uganda

Reports to: Executive Director

About US:

The Uganda Association of External Recruitment Agencies (UAERA) started in 2013. Currently it has a membership of 186 members as per 29th February 2020. We an umbrella of agencies professionally working together to spur growth of external recruitment in Uganda. UAERA regulates and monitors the activities of member agencies together with Ministry of Gender, Labour and Social Development, which is our regulating body that ensures every company is licensed to externalize labour.

Job Summary:  The Complaints Handling Officer will handle and resolve members complaints. The key objective is to deal with complaints in a timely and fair manner, with each complaint receiving due consideration in a process that is managed appropriately and effectively.

Key Duties and Responsibilities:  

·        Receipt and record of all complaints from the public, members, and migrant workers

·        Responsible for handling & resolving complaints received via letter, email, as well as through regulatory bodies, i.e: MGLSD and any government bodies.

·        Obtain necessary information /updates from other departments for the resolution of the complaint.

·        Ensure a written official reply letter is provided to the complainant on company's decision and findings

·        To ensure complaint handling are in accordance to the existing regulations and guidelines

·        Prepare monthly/annual results and performance reports

·        Any other duties assigned by the Team Leader/Centre Manager

Qualifications, Skills and Experience:

·        The ideal candidate must hold a bachelor's degree in Social works and social administration.

·        Proven experience as call center supervisor or similar supervisory position

·        Excellent communication skills both orally and in writing

·        Excellent interpersonal skills

·        Multi Lingual

·        High level of Computer literacy

·        Language proficiency and writing skills

·        Basic knowledge of the Externalizing business

·        Telephone Etiquette

·        Negotiation Skills

·        Interpersonal Skills

·        Problem Solving Skills

·        Decision Making Ability

·        Experience in customer service is essential

·        Proficient in English; Good knowledge of additional languages will be a definite plus

·        Working knowledge of MS Office and Excel

·        Tech savvy with knowledge of telephone equipment and relevant computer programs

·        Knowledge of performance evaluation procedures

·        Outstanding communication and negotiation abilities

·        A results-oriented approach

·        Excellent organizational and leadership skills

·        Ability to work under pressure

How to Apply:

All suitably qualified and interested candidates should send their application letters, current curriculum vitae and photocopies of academic certificate to:

Deadline: 18th March 2020 by 5:00pm.

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