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Job Title:  Enquiry Officer – Call Centre – EACOP Uganda

Organisation: SeaOwl Energy Services

Duty Station:  Kampala, Uganda

About US:

SeaOwl manages the complete recruitment cycle from sourcing, recruitment, mobilization and personnel planning for energy customers. It is specialized in highly-skilled profiles and the underlying activity of designees / staff mainly covers drilling and off-shore oil rig management. It also provides scalable, integrated operations & maintenance resources and services covering the lifecycle of energy assets, as well as tele-operated surveillance and maintenance services.

About EACOP Project:

The East African Crude Oil Pipeline (EACOP) Project involves the construction and operation of a buried, cross-border pipeline to transport crude oil from the Lake Albert area in Uganda to the eastern coast of Tanzania for export to international markets. The pipeline will run from Kabaale in Hoima District, Uganda, to Chongoleani, Tanga Region, in Tanzania. The length of the pipeline is 1,443 kilometres (km) of which 296km will be in Uganda. In Uganda the pipeline will traverse ten (10) Districts, comprising Hoima, Kikuube, Kakumiro, Kyankwanzi, Mubende, Gomba, Sembabule, Lwengo, Rakai and Kyotera.

Job Summary:  The Enquiry Officer will receive walk in clients, answer calls, collect and analyze feedback from clients, receive incoming documents and respond to stakeholders/partners emails on Info mail to enhance stakeholder satisfaction. The jobholder reports to the Communications Lead and works closely with all other departments.

Key Duties and Responsibilities:

• Support Internal and external stakeholders in accessing EACOP services
• Receive and acknowledge incoming documents, and route to the respective offices
• Receive walk-in clients, register and issue them with visitor’s passes
• Answering calls to learn about and address caller’s needs, complaints, or other issues.
• Collect and analyze feedback from clients and prepare reports that advise management on improving service delivery
• Respond stakeholders/ partners emails on Info mail to enhance customer satisfaction
• Receive, Register, and handle requests for external calls to be made and make follow-up calls on request
• Attending to and Channelling Emails to the respective departments.
• Responding efficiently and accurately to callers and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.
• Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
• Using listening skills to understand the needs and complaints of the customer before offering them feedback.
• Responding efficiently to customers and creating a positive experience.
• Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
• Understanding and using the required software, reports, tools, and metrics.
• Transferring and escalating the calls to the appropriate department if needed, such as sales.
• Participating in training and striving to increase and improve existing skills.
• Adhering to all company policies and procedures.
• Evaluation and Monitoring of incoming calls and emails

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s Degree in any field
• Excellent customer relations management skills, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficient computer skills and excellent typing skills – basic computer knowledge in Microsoft office packages such as MS Word and MS Excel
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Exceptional telephone etiquette
• Verbal, and written communication skills.
• Ability to resolve conflict and diffuse tension.
• Understanding of target audience and Company stakeholders.
• Ability to control and thrive in stressful working environments.
• Fluency in English (Spoken and Written)

How to Apply:

Interested applicants who meet the criteria as outlined above are encouraged to send a detailed CV ONLY by email to: Via email: career.ea@seaowlgroup.com The sSubject of your email should be the position you are applying for.

Deadline: 9^th September 2022 at 5:00pm

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