Fresher Customer Service Jobs – Officer Client Support at Uganda Revenue Authority (URA)

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Job Title:      Officer Client Support
Organisation: Uganda Revenue
Authority (URA)
Duty Station: Kampala,
Uganda
Reports to: Supervisor
Client Support
Job Code: HRM/011/602
About URA:
The Uganda Revenue Authority (URA) was established by the Uganda
Revenue Authority Statute of 1991 and set up in September of the same year as a
central body for assessment and collection of specified revenue, to administer
and enforce the laws relating to such revenue and to provide for related
matters. This statute incorporated all the laws that were in force then
regarding tax collection. The new organization (URA) amalgamated the three tax
administration departments that were responsible for all the taxes collected by
the Central Government of Uganda.
Job Summary: The Officer
Client Support will support the Uganda Revenue Authority (URA) in the
implementation of stakeholder and communication management strategies geared
towards enhancing clients’ satisfaction.
Key Duties and
Responsibilities:  
Support Internal and external clients in accessing URA services &
products to enhance client satisfaction and compliance.
  • Design and write concepts to improve
    service delivery in the organization
  • Collect and analyze feedback from clients
    and prepare reports that advise management on improving service delivery
  • The incumbent will receive, register and
    handle requests for external calls to be made and make follow up calls on
    request
  • Engage key stakeholder in targeted sector
    to create awareness of tax obligations and seek their support in
    mobilizing the community
  • Sensitize taxpayers on a daily basis depending
    on individual needs arising
Carry out taxpayer engagements to Increase client satisfaction and
awareness:
  • Compile Frequently ask questions at the
    station and assess feedback from talk shows to inform areas of tax payer
    sensitization
  • Identify requirements (funds and education
    materials) for the engagements and forward requests to the Supervisor for
    mobilization
  • Make presentations and trainings at the
    engagements to enhance client satisfaction.
  • Identify topics to be discussed, review
    talking points and participate talk shows
  • Make advance preparations prior to CG’s
    engagements with internal and external stake holders
  • Prepare folders with URA brochures, any
    other URA data to distribute to the stakeholders at the engagements
Conduct Monitoring and Evaluation in the public to assess URA’s service
standards
  • Design checklist for collecting
    information from the field and submit to supervisor for approval
  • Design appropriate client satisfaction
    surveys both online and manual and execute as guided by supervisor
  • The jobholder will distribute the
    checklist and interact with tax payers to identify service satisfaction
    and reputation towards the organization
  • Develop and write client satisfaction
    report with recommendations to improve on client satisfaction.
Conduct stakeholder engagements to enhance and promote effective
partnerships
  • Develop and manage the stakeholder
    management matrix
  • Engage and respond with appropriate
    information to stakeholders at the engagements to enhance productive
    partnerships
  • Make advance preparations prior to CG’s
    stakeholder engagements with internal and external stake holders
  • Make requisite arrangements for the
    stakeholder engagements
  • Update and implement stakeholder
    management guidelines
  • Assess the services given to the
    stakeholders to identify areas of improvement and submit to the line
    supervisor for further management.
Qualifications, Skills and
Experience:
  • The applicant for the Uganda Revenue
    Authority URA Officer Client Support job placement must hold an honors degree in Mass Communication
    or Business Administration with a major in Marketing.
  • Specialized
    training in Client Relationship Management and or Marketing.
  • At least two years’ experience in a Client Relationship Management or Media
    Relations role in a Reputable Organization.
  • Broad
    knowledge of the Tax laws of Uganda is an added advantage.
  • Working
    knowledge of Client Service Standards and guidelines.
  • Broad
    knowledge and understanding of customer care strategies that enhance the
    organization’s image
  • He/she
    should have an impeccable record of integrity
  • Good
    customer relations management skills
  • Excellent
    interpersonal and communication skills
  • Demonstrated
    ability to control and thrive in stressful working environments
  • Ability
    to design and conduct client satisfaction surveys
  • Ability
    to work well in teams
  • Good
    reporting skills
  • Possess
    good computer skills
  • Highly
    analytical with an attention to detail
  • Excellent
    interpersonal and relationship skills
How to Apply:
All suitably qualified and interested candidates who wish to join URA
should apply online by visiting the website below. Please go to Careers link, Click Here,
‘CAREERS -> EXPERIENTIAL HIRING -> Login (If new, register, else
continue)’ to view detailed job description of the roles and responsibilities
and other required competencies. All applicants are required to scan and attach
copies of the required academic documents only e.g. Transcript, O’ Level, A’
level, Degree certificates. Each attachment should not exceed a limit of 1MB
and ONLY Portable Document Format (pdf) are allowed.
Note: The list of shortlisted and successful candidates will be
published on the URA website. Academic documents for the successful candidates
will be vetted and background checks conducted before they are considered for
appointment into the Authority. Any applicants found with forged academic
documents will be charged in the courts of law.
Deadline:  2nd May 2017 at 11:59pm

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