Several Customer Relationship Jobs – Client Care Officers at Uganda National Roads Authority (UNRA)

Organisation: Uganda National Roads Authority (UNRA)
Duty Station:  Kampala,
Reports to: Senior Officer Corporate Branding and Client Care
About UNRA:
Uganda National Roads Authority (UNRA) was established by an Act of Parliament;
The Uganda National Authority Act, No. 15 of 2006. UNRA became operational on
1st July 2008.  The mandate of UNRA is to
develop and maintain the national roads network, advise Government on general
roads policy and contribute to addressing of transport concerns, among others.
Job Summary: The Client Care Officer will be responsible for
implementing brand concepts, developing and implementing client care campaigns
that increase the awareness of staff about UNRA’s service standards. The job
holder will also be responsible for implementing the client care standards in
all UNRA offices in order to ensure that an excellent standard of service and a
high level of client satisfaction is maintained.
Key Duties and Responsibilities:
  • Receives, processes and verifies the client
    complaints on different media portals and, initiates required action for
    response to client requests to issues raised in an informed manner in line
    with the communications guidelines.
  • Provides quality service to both internal and
    external customers by receiving inquiries from and/or contacts the
    organization’s branch/regional offices to resolve a variety of client
    related issues;
  • The job holder will access the company’s
    internal systems to obtain and extract relevant information and provides
    client care units with the data for monitoring their activities and for
    inclusion in various scheduled and special reports;
  • Prepares and submits client-based service
    summary reports while coordinating the handling of difficult and/or
    unusual situations. He / she will also participate in the organization of UNRA
    events in line with the client care guidelines;
  • Disseminate client care standards across all
    UNRA offices and stations and monitor compliance to set standards;
  • The incumbent will manage client care
    centers, develop and recommend changes to existing methods and systems of
    work to increase the accuracy, efficiency and responsiveness of the client
    care section as a whole;
  • Perform any other duties as assigned by the Senior
    Officer Corporate Branding and Client Care.
Qualifications, Skills and Experience:
  • The applicant for the UNRA Client Care Officer
    job opportunity should hold an Honor’s Bachelor’s Degree in Social
    Sciences/Social Work or any other Humanities field
  • Possession of any other post graduate
    qualifications in Customer Relationship Management is an added advantage;
  • A minimum of three years of professional
    corporate experience in a highly reputable organization;
  • Previous experience in a client care
    relations in a corporate organisation;
  • Excellent communication and interpersonal
    skills are mandatory
  • Good team player
  • Ability to work as part of a team and to
    develop subordinates;
  • Excellent interpersonal, particularly
    staff/management relations, oral and written communication skills;
  • Ability to work and produce accurate results
    in an environment with multiple and challenging tasks;
  • Impeccable level of integrity.
  • Computer literacy skills
How to Apply:
suitably qualified and interested candidates should hand deliver their
handwritten application letters, filled application form (Download
) , an updated CV with copies of academic documents and two referee
letters (one of whom should be work-related) to the UNRA Kyambogo Training
Centre addressed to the:
of the Director Human Resource,
National Roads Authority,
5 Lourdel Road Nakasero, P.O. Box 28487, Kampala.
Note: Only shortlisted candidates will be contacted and
Canvassing or lobbying by applicants will lead to disqualification. Candidates
who present forged documents/testimonials will be arrested and prosecuted.
Deadline: Monday, 1st February 2016 by 17.00 hours

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