Job Title: Customer Service Assistant
Organisation: Deposit Protection Fund of Uganda (DPF)
Duty Station: Kampala, Uganda
Reports to: Senior Officer/Officer Corporate Affairs and Public Relations
About US:
The Deposit Protection Fund of Uganda (DPF), which is also referred to as the Fund, was established as a separate legal entity following the enactment of the Financial Institutions (Amended) Act, 2016. Prior to this, DPF was managed by Bank of Uganda.
Job Summary: The Customer Service Assistant will provide general office administrative and secretarial support activities and preliminary information to people visiting the Fund premises.
Key Duties and Responsibilities:
- Ensure that visitors are educated on the relevant Fund procedures and policies.
- Transmit correspondences to customers and staff.
- Schedule and manage staff appointments with clients or company representatives.
- Petty cash management.
- Issue visitor passes where required.
- Assist with protocol and events management as required.
- Enrol individuals to participate in Fund programs and notify them of their acceptance.
- Take clear and precise messages that display the specifics of what the caller needs from the individual the caller was trying to contact.
- Greet persons entering the establishment, determine the nature and purpose of the visit, and direct or escort them to specific destinations.
- Answer inquiries and provide information to the general public, customers, visitors, and others of the Fund.
- Operate telephone switchboard to answer, screen, or forward calls, provide information, take messages, or schedule appointments.
- Schedule appointments and maintain and update appointment calendars.
- Handle and resolve complaints and queries from customers or the public and provide accurate information.
- Perform administrative support tasks, such as proofreading, and transcribing handwritten information.
- Receive payment and record receipts for services.
- Analyze data to determine answers to questions from various stakeholders.
- Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
- Keep a current record of staff members’ whereabouts and availability.
- Ensure that all calls are routed to the appropriate departments or persons.
- Relay messages promptly (through e-mail) to the concerned Fund staff.
- Answer basic questions about the Fund and/or the Fund’s events/activities for callers who don’t need to be transferred to another extension; provide routine non-technical information using a reference guide.
- Create, maintain and continuously update a directory of contacts – internal, as well as national, regional and international institutions regularly contacted by the Fund; (i.e., extensions, telephone contacts, fax numbers, e-mails, country codes, etc.).
- Maintain an up-to-date/current (daily/weekly) calendar of any happenings within the Fund e.g., major events, launches, etc., to be able to provide basic information to callers
Key Outputs:
- Positive and excellent customer experience.
- Efficient and timely services and transmittal of correspondences.
- Impeccably and professionally managed reception area.
- A comprehensive and up-to-date telephone directory.
- Updated weekly calendar of the Fund’s activities.
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Qualifications, Skills and Experience:
- The applicant must hold a first-class or Second-class upper honours degree in Secretarial Studies, Customer Service and/or Public Relations, or related field
- Three years of work experience as a customer care adviser/receptionist in a large organization is essential.
- PABX Operator Course or Contact Centre Management is an added advantage.
Competencies:
Technical Competencies
- Excellent customer care skills.
- Good standard command of spoken and written English.
- Records management.
- Professional telephone etiquette.
- Competency in Microsoft applications including Word, Excel, and Outlook.
Behavioural Competencies
- Consistent, professional dress and manner.
- Courtesy and tact in dealing with the public.
- A confident and polite telephone manner.
- Good hearing and a clear telephone voice.
- Ability to work quickly and accurately under pressure.
- Ability to deal with difficult callers calmly and professionally.
- Awareness of confidentiality issues.
- Detail-focused.
- Excellent time management and reliability.
How to Apply:
All qualified and interested candidates should apply online at the link below.
Deadline: 4th November 2022
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