Fresher Call Centre Jobs – Complaints Handling Officer – Uganda Association of External Recruitment Agencies (UAERA)

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Job Title:       Complaints Handling Officer (Call Centre
Jobs)

Organization: Uganda Association of External Recruitment
Agencies (UAERA)  

Duty Station: Kampala,
Uganda

Reports to: Executive Director

About US:

The Uganda
Association of External Recruitment Agencies (UAERA) started in 2013. Currently
it has a membership of 186 members as per 29th February 2020. We an umbrella of
agencies professionally working together to spur growth of external recruitment
in Uganda. UAERA regulates and monitors the activities of member agencies
together with Ministry of Gender, Labour and Social Development, which is our
regulating body that ensures every company is licensed to externalize labour.

Job Summary:  The Complaints Handling Officer will handle and
resolve members complaints. The key objective is to deal with complaints in a
timely and fair manner, with each complaint receiving due consideration in a
process that is managed appropriately and effectively.

Key Duties and Responsibilities:  

·       
Receipt
and record of all complaints from the public, members, and migrant workers

·       
Responsible
for handling & resolving complaints received via letter, email, as well as
through regulatory bodies, i.e: MGLSD and any government bodies.

·       
Obtain
necessary information /updates from other departments for the resolution of the
complaint.

·       
Ensure a
written official reply letter is provided to the complainant on company’s
decision and findings

·       
To
ensure complaint handling are in accordance to the existing regulations and
guidelines

·       
Prepare
monthly/annual results and performance reports

·       
Any
other duties assigned by the Team Leader/Centre Manager

Qualifications, Skills and Experience:

·       
The ideal
candidate must hold a bachelor’s degree in Social works and social
administration.

·       
Proven
experience as call center supervisor or similar supervisory position

·       
Excellent
communication skills both orally and in writing

·       
Excellent
interpersonal skills

·       
Multi
Lingual

·       
High
level of Computer literacy

·       
Language
proficiency and writing skills

·       
Basic
knowledge of the Externalizing business

·       
Telephone
Etiquette

·       
Negotiation
Skills

·       
Interpersonal
Skills

·       
Problem
Solving Skills

·       
Decision
Making Ability

·       
Experience
in customer service is essential

·       
Proficient
in English; Good knowledge of additional languages will be a definite plus

·       
Working
knowledge of MS Office and Excel

·       
Tech
savvy with knowledge of telephone equipment and relevant computer programs

·       
Knowledge
of performance evaluation procedures

·       
Outstanding
communication and negotiation abilities

·       
A
results-oriented approach

·       
Excellent
organizational and leadership skills

·       
Ability
to work under pressure

How to Apply:

All suitably qualified
and interested candidates should send their application letters, current
curriculum vitae and photocopies of academic certificate to:
recruitment827@gmail.com

Deadline: 18th March 2020 by 5:00pm.

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