Customer Service Officer Job Opportunities – CoRSU

Organization: CoRSU
Kisubi, Wakiso, Uganda
: Head of Fundraising, Grants and Communication
CoRSU was established in 2006 as a private non
profit, non government organization in Uganda after extensive consultation with
various stake holders. It is a Ugandan initiative which was encouraged and
supported by CBM with the main aim of expanding and improving the
rehabilitation services for children and people with disability.
The primary focus is on children with physical
impairment for whom CoRSU provides orthopaedic and plastic/reconstructive
surgical interventions and rehabilitation services. CoRSU provides free surgery
for CWDs below 17 years of age; parents/guardians are expected to contribute
towards hospital stay (accommodation and food).
The Customer Service Officer will ensure
that patients and visitors to CoRSU are well received and given the attention
they require; and that all communication and documents passing through the
front office are appropriately handled.  
The incumbent will also provide and promote a professional, high
quality, front line customer focused telephone service to all callers. The job
holder will be responsible for dealing with all customer enquiries in relation
to the hospital services, focusing primarily on patient care and management.
He/she shall deliver a service to meet the individual needs of all customers
and wherever possible resolving enquiries at first point of contact.
Duties and Responsibilities: 
  • Manage the receiving of
    incoming mail, and their delivery to the appropriate CoRSU offices or
  • Make arrangements for the
    safe custody and proper usage of all front desk equipment; keep a safe and
    healthy environment in the reception area.
  • Ensure that systems are in
    place for the appropriate reception and care of patients and visitors
    beyond the Front Desk.
  • The incumbent will take
    responsibility for being the first point of contact for all callers to the
    Customer Service Centre and ensure that a high quality of service is
    delivered at all times.
  • Ensure that all calls to the
    Customer Service Centre are dealt with promptly, in line with agreed standards
    and targets.
  • To have full knowledge and
    ability to help process customer enquiries and accurately maintain all
    records in a timely critical environment including translation services to
    help meet the individual needs of CoRSU customers.
  • Responsible for establishing,
    developing and maintaining effective working relationships with all work
    colleagues to ensure a ‘one team approach’ to the delivery of the “patient
    first” performance standards and the business objective.
  • Identify customer needs, and
    utilize appropriate questioning and listening skills to identify and offer
    appropriate solutions and ensure that customers are advised of alternative
    communication methods including voicemail, SMS and email facilities.
  • Expeditiously follow approved
    procedures when transferring a call to another member of staff or for
    specialist advice.
  • Carry out all administrative
    tasks and any necessary follow-up work relating to Customer Service.
  • Develop commitment to equal
    opportunities and to promote non discriminatory practices in all aspects
    of work undertaken.
  • Works in liaison with
    colleagues in other departments and other partner agencies as appropriate
    to resolve enquiries.
  • Maintain front desk records,
    prepare and submit periodical reports on the activities of the Front Desk
  • Perform any other duties that
    may reasonably be commensurate with the level of this post.
Performance Indicators:
  • Patients and Visitors well
    attended to
  • Incoming documents and mails
    appropriately handled
  • Safe custody and proper usage
    of front desk equipment ensured
  • Front desk records
    maintained, reports prepared and submitted
  • Customer needs identified and
    appropriate solutions offered
Skills and Experience: 
  • The ideal candidate should
    possess a good Bachelor’s Degree in Social Sciences or Social
    Administration Public Relations, or Development Studies 
  • A minimum of three or more
    years’ experience in public relations or customer care 
  • Possession of a Certificate
    in Customer Care   
  • Possess excellent Computer
  • position   
  • Excellent communication
    interpersonal and organising skills
  • Good language abilities in
    English and Luganda good communication skills
  • Flexible, reliable and able
    to work under pressure   
  • Caring attitude
  • Confidentiality
  • Supervision skills
  • Empathy; a friendly and
    helpful way of handling issues
to Apply: 
All suitably qualified and interested candidates are
strongly encouraged to send their application letters with detailed CVs,
motivation letters and copies of professional / academic certificates to or hand deliver to the Head of
Human resources, CoRSU Hospital, P.O. Box 46, Kisubi, Uganda.
20th February, 2015

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