Job Title: Contact Centre Officer (4 Fresher Customer Service Jobs)
Organisation: PostBank Uganda Ltd (PBU)
Duty Station: Kampala, Uganda
About US:
PostBank Uganda Ltd (PBU), a government owned bank regulated by Bank of Uganda under the Financial Institutions Act, 2004. The bank focuses on being the market leader in advancing financial inclusion.
Key Duties and Responsibilities:
- Treat customers with utmost courtesy when receiving inbound telephone calls, emails, or social media messages directed to the Bank’s customer contact centre.
- Respond to customer queries and inquiries using accurate and comprehensive knowledge of the Bank’s products, processes, and general information.
- Resolve customer complaints whenever possible or promptly escalate them to the relevant department.
- Keep yourself informed about the Bank’s products, processes, and relevant contacts to ensure that customer issues (inquiries, queries, or complaints) are addressed correctly and as a priority, with efforts made to resolve them on the spot or within an hour.
- Monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
- Escalate issues received and/or identified to the relevant internal stats¬ or units and follow up on outstanding issues promptly.
- Analyse the content of customer interactions proactively to identify
- opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.
- Generate customer interest in alternative services or products o¬ered by the Bank during customer interactions.
- Prepare timely regular activity and performance reports for your line manager and other relevant parties.
- Maintain an up-to-date database for customer contacts in conjunction with relevant parties within the Bank.
- Support all marketing-related programs.
- Carry out any other duties as assigned by your line manager and/or the Head of function from time to time.
- Controls and Risk Management
- Monitor and enforce confidentiality of customer information by limiting disclosure or exposure to only authorized contacts.
- Adhere to identification protocols accurately before providing customer details.
- Identify control lapses in a timely manner and promptly escalate all risks to line management.
- Follow laid-down procedures strictly to avoid any reputational or legal risks.
- Block cards and stop payments promptly in response to client requests.
- Highlight operational issues expressed by customers.
- Acquire multi-skills to support multi-product targets as set by the business.
- Job holder is responsible for managing and handling customer interactions, inquiries, and concerns via various communication channels such as phone,
- email, chat, or social media. As the initial point of contact for customers, responsibility is to provide excellent customer service.
- Ensure that all customer inquiries, requests, queries, and complaints are handled satisfactorily, and that timely follow-up, resolution, and feedback are provided in accordance with the Bank’s service strategy.
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Qualifications, Skills and Experience:
- The applicant must hold a bachelor’s degree in Business management or related field
- One to two years of cognate experience in contact centre management.
- Strong command of English and proficiency in at least two local languages.
- Strong customer-centric mindset.
- Excellent telephone and email etiquette.
- Effective communication skills (both written and verbal).
- Up-to-date knowledge of the bank’s products, services
- Strong decision-making skills, including active listening, appropriate
- questioning, applying appropriate interventions, and offering timely updates and conclusive feedback.
- Proactive problem-solving skills, including analysing information received/collected by the team over time to identify and address root causes.
- Proficiency in navigating Windows® applications, MS Office, email, and the internet.
- Ability to multitask, such as receiving customer information over the telephone while inputting/searching for relevant information in the database.
- Strong teamwork skills, including offering support and guidance and working effectively with others.
- Effective stress management skills, including maintaining a calm demeanor
- and mental state when situations and emotions escalate.
- High levels of integrity and awareness of fraud and risk.
How to Apply:
All candidates should send their Email applications addressed to Chief Human Resources Officer, PostBankUganda. Send application to [email protected] with job title as subject.
NB: Only shortlisted candidates will be contacted. PostBank Uganda is an equal opportunity employer.
Deadline: 3rd May 2023
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