4 Fresher Customer Service Jobs – Contact Centre Officer – PostBank Uganda Ltd (PBU)

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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 hr@postbank.co.ug 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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