33 No Experience Customer Service Jobs – Officer Contact Centre – Uganda Revenue Authority (URA)


Job Title:    Officer Contact Centre (33 No Experience Fresh Graduate Job Opportunities)

Organisation: Uganda Revenue Authority (URA)

Duty Station: Kampala, Uganda


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 Contact Centre will provide first level client service support aimed at improving client experience and engagement with Uganda Revenue Authority.


Key Duties and Responsibilities: 

Respond to client’s requests with in the defined Service Level Agreements.

  • Provide first level clients’ service support issue/request within agreed SLA
  • Route and Escalate any issues/requests that cannot be resolved at first level to the appropriate business units ( second level)
  • Receive, classify and provide level 1 support all clients service support issues/request from multi channels ( phones, mail, social media)
  • Update the client on issue/request status within agreed SLA.
  • Follow up client’s requests where necessary to ensure timely resolutions.
  • Document all client’s interactions according to standard operating procedures.
  • Research and identify required information to ensure quality is resolving client’s requests.

Participate in outbound client campaigns aimed at improving client relationships

  • Contact and engage clients as part of outbound client campaigns
  • Document all client’s interactions according to standard operating procedures.

Analyze and report on service support issues across the different channels

  • Track and document trends in issue/requests resolutions times against the SLA across all channels and alert management team.
  • Track and document trends in issues/requests form the different channels
  • Analyze data collected through feedback management system to identify gaps and advise management

Maintain and improve contact Centre service support quality

  • Provide issue/request response in line with the standard operating procedures and service quality guidelines


Qualifications, Skills and Experience:

  • The applicant for the Uganda Revenue Authority (URA) Officer Contact Centre job opportunity must hold an honor’s bachelor’s degree in any field
  • Knowledge of URA business
  • Must have strong Communication skills- both written and oral.
  • She/he must have Good interpersonal skills with the ability to multi- task with a high level of integrity.
  • Resilience with the ability to manage difficult clients with Patience and Empathy
  • The incumbent must possess good analytical skills with close attention to detail.
  • Should be able to Work well under pressure and be dependable.
  • Time management skills and Willingness to go the extra mile.
  • He/she should be an attentive and active listener.
  • Should have good Customer Care skills.
  • Should be able to work well in teams.
  • Good computer skills i.e. Excellent data entry and typing skills.
  • Candidate should possess positive attitude towards work and have Self-Control.


Desirable Requirements                          

  • Training in client service management
  • Experience in Client service support
  • Multi – lingual


How to Apply:

All suitably qualified and interested candidates who wish to join URA should apply online at the link below.


Click Here


Deadline: 15th May 2021


For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

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