The Ugandan Jobline

• Inbound Calling:
• Outbound Calling          
• Managing Customer Complaints 
• Identification of Sales Leads        
  
• Email Queries/Digital Requests/ Others     
• Own the resolution of customer queries by responding to their
  requests at the first instance using all the bank’s systems available.
• Log all calls received on the query management system (BOC)
  indicating customer and query details as required. Ensure that calls
  logged correspond to calls received (number of calls) on a daily basis.
• Based on a database provided, and a formalized script, call
  Customers as requested so as to support the business in achieving its
  goals.
• Collate customer responses to all questions pertaining to out-bound
  calling, log to BOC/ complete the Excel sheet and submit to the Contact
  Centre Team leader/MI team as per laid down procedures.
• Ensure that all the details pertaining to customer complaint is
  obtained from the customer, log all required details into the bank’s
  complaint management system (BOC) and follow up for resolution of all complaints
  that can be resolved at First Point of contact.
• When receiving calls from customers or potential customers
  requesting information on the bank’s products identify the product
  requirement and the branch a customer would choose to deal with. Arrange for
  the in-branch Customer Advisor to contact the customer and follow-up
  whether this has been done at the agreed time.
• Any other duties assigned by the Team Leader/Centre Manager
• Action digital requests i.e. BIR, Hello money within SLA.
• Strict adherence to risk and compliance
• Strictly adhere to all risk and governance policies and procedures.
• Adherence to Financial Consumer Protection Guidelines
• Comply with Risk and Control Activities and adherences.
• Comply with all Human Resources policies and procedures
• Mandatory Risk and Control objective

• The Barclays Bank Call Centre Agent must hold relevant
  qualifications from recognized universities / institutions
• Communication Skills
• Telephone Etiquette
• Negotiation Skills
• Interpersonal Skills
• Problem Solving Skills
• Decision Making Ability
• General Business Writing
• Trouble Shooting
• Technical Inclination
• Planning Skills
• Assertive
• Initiative
• Perseverance
• Attention to detail
• Team Player
• Friendly
• Can do
• Integrity
• Reliability
• Courteousness
• Helpfulness
• Customer service knowledge
• Multi Lingual
• High level of Computer literacy
• Language proficiency and writing skills
• Basic knowledge of Financial Industry products
• Barclays Products and Service

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