Customer Service Manager Job Opportunity – National Social Security Fund (NSSF)

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Organisation: National Social Security Fund (NSSF)
Duty Station:  Kampala, Uganda
Reports To: Director of
Sales and Operations
About NSSF: 
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. 4 trillion, making the Fund one of the
largest players in Uganda’s economy.
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 Manager will mainly develop, implement and review customer service
standards, processes, systems and policies in consultation with other
departments to realize highest level of customer services throughout the Fund. 
Key Duties and Responsibilities: 
  • Develop and review customer service
    standards, systems, processes and policies
  • Work closely with Branch offices and other
    departments/sections to ensure prompt service delivery to clients within
    the agreed Turnaround time
  • Take lead and supervise all the Customer
    Service Officers at the head office
  • Manage the Call Centre
  • Identify and participate in public
    functions, crowd pulling events, student functions and NSSF sponsored
    events to market organization products and services.
  • Resolve complex customer service
    complaints
  • Manage cash imprest for benefits payments.
  • Authorize cash payments to clients
  • Assess and evaluate service level
    standards provided by the organization
  • Prepare, implement and monitor the
    customer service budget
Qualifications, Skills and
Experience: 
  • The ideal applicant for the Customer
    Service Manager vacancy should hold a Bachelor’s degree in Business
    Administration, Management, Public Relations, Finance or any other related
    disciplines. A Master’s degree in Business Administration, Management,
    Finance or any other related discipline.
  • At least eight years’ experience in
    managing a busy commercial or production environment with
  • Four or more years in customer related
    service experience or public relations .
  • Good IT skills required for E- channels
  • Excellent Oral and written communication
    skills
  • Good Interpersonal skills with pleasant
    personality
  • Past supervisory skills
  • Excellent analytical skills
  • Good negotiation skills and ability
  • Counseling skills
  • Skills in Social Media
  • The applicant should ideally be a person f
    high morals and integrity.
How to Apply: 
If you are suitably qualified
and interested in joining the National Social Security Fund (NSSF), please send
your application enclosing detailed curriculum vitae giving three professional
referees and copies of academic and professional certificates/ testimonials,
postal address and daytime telephone contact.
The complete applications
should be addressed to: The Managing Director, ABS Consulting Group, Workers
House, Plot 1, Pilkington Road, 9th Floor, Southern Wing. P.O. Box 29526,
Kampala. Uganda.
Please indicate the position
applied for on the envelope (“Application for the position of………”)
Deadline: 30th June, 2014 by 5PM

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