Job Title: Customer Service Officer (3
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Organization: National Social Security Fund (NSSF)
Duty Station: Kampala, Uganda
Reports to: Supervisor Walk-In
About US:
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.
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 Officer will be responsible for ensuring business growth in terms of
increasing customer satisfaction and increasing customer value. The job holder
will also be responsible for building relationships between employees (walk-in
& contact center -customers) and NSSF and ensuring positive word of mouth
and good corporate image for the Fund.
Service Officer will be responsible for ensuring business growth in terms of
increasing customer satisfaction and increasing customer value. The job holder
will also be responsible for building relationships between employees (walk-in
& contact center -customers) and NSSF and ensuring positive word of mouth
and good corporate image for the Fund.
Key Duties and Responsibilities:
- Increasing customer satisfaction by being
courteous to customers, ensuring timely speed of delivery of service and
making sure that customer queries are immediately resolved. - The NSSF Customer Service Officer will
develop a customer contacts data base by ensuring that customer activity
and contacts are generated and registered in CRM tool to profile customers
and engage them. - Sensitising customers on Fund products and
services - The incumbent will be tasked with ensuring
fast track and resolution of customer queries, complaints and requests - Generating innovative Ideas to improve
business process and also rolling out of value adding services. - Guiding and Counseling clients who are in
dire need, depressed among others but do not qualify to claim their
benefits from NSSF. - The Customer Service Officer will be
registering both employers and employees by collecting information from
the party to be registered and verifying it before in-putting data into
the system. - Processing Benefits by receiving benefits
claims and fast tracking of the payment process - Participating in success of Exhibitions
and crowd pulling events - The Customer Service Officer will
participate in the success implementation of the Customer Connect Week
(CCW) and Corporate Social Responsibility (CSR) - Clearing workflows from the system when
customers are paid - Ensure compliance with policy and
procedures by ensuring that the job-holder confirms to policy and
procedure including giving ongoing support to supervisor in meeting Fund
objectives.
Qualifications, Skills and Experience:
- The ideal candidate for the NSSF Customer
Service Officer job opportunity must hold a Bachelor’s degree from a
recognized University. Formal training and/or certifications in the field
of Customer Service shall be an added advantage. - Two years of continuous working experience
in a busy commercial corporate customer service environment. - Excellent oral and written communication
skills - Listening and problem solving skills
- Decision making skills
- Good interpersonal and people relation
skills - Good leadership and managerial skills
- IT skills- MS Word, Excel, PowerPoint
- Knowledge of more than one language
- Good planning and organizational skills
- Ability to priotize competing
tasks/activities - Multitasking skills
- Team work
- Analytical skills
- Presentation skills
- Quick learner
How to Apply:
All suitably qualified and interested candidates should send copies of
application letters, detailed CVs and academic credentials addressed to the
Head of Human Resources & Administration, and delivered to the Registry on
13th Floor Workers House for registration and onward transmission.
application letters, detailed CVs and academic credentials addressed to the
Head of Human Resources & Administration, and delivered to the Registry on
13th Floor Workers House for registration and onward transmission.
NB: Please note that canvassing or lobbying will lead
to automatic disqualification of the candidate.
to automatic disqualification of the candidate.
Deadline: 4th January 2018
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