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Job Title:   Customer Service Officer  

Organisation: UGAFODE Microfinance Limited (MDI)

Duty Station:  Kampala, Uganda

Ref: HR/STAFF/VAC – 03/08/2023/4

About US:

UGAFODE Microfinance Limited (MDI) is a registered financial institution in Uganda and is adherent to the Central Bank’s regulations and guidelines and was founded in 1994 to provide quality microfinance services.

Job Summary: The Customer Service Officer will be responsible for offering first line of contact between UGAFODE and external stakeholders by attending to and coordinating all customer related inquiries, giving information about the institution’s products and services, taking and processing orders (both in coming & outgoing); in a professional manner by way of communication, cross selling and feedback management so as to drive value, memorable client experience and service turnaround time for UGAFODE (MDI).

Key Duties and Responsibilities:

• Planning and organizing the front desk/reception area for internal and external public inquiries in a professional manner.
• Recording all client service related aspects be it acknowledging receipts, dispatches (both in coming & outgoing), scheduling appointments and operating switch board or any other service monitoring in the institution.
• Providing that point of sale / contact for all inquiries by undertaking cross selling of the institution’s products & services to customers/visitors as may arise.
• Maintaining service controls and standards through administering discipline, enhancing professionalism, compliances and application of best practices depicting UGAFODE (MDI) brand.
• Managing visitors’ attendance i.e. registration of clients, filling forms and identification requirements as well as tracking and updating such records with relevant stakeholders.
• Acknowledging customer feedback, manage it / where possible resolve it or escalate the unresolved feedback to respective stakeholders in a timely manner.
• Tracking service standards and expectations through reporting, surveys and opinion polls and sharing feedback with management to enhance bank’s service standards
• Supporting stock taking activities in coordination with user departments / branches as well as distributing stock as per Head Office Administration requirements.
• Taking effort to knowing UGAFODE’s operational procedures, products and services so as to effectively respond to current and future customer issues as they arise.

Qualifications, Skills and Experience:

• Minimum of Diploma and or Degree in Tourism, Hospitality, Office Management, Customer Care, Secretarial Studies or equivalent is preferred
• One year of working experience in customer care support in a similar role in fast paced environment
• Good knowledge of UGAFODE business, internal processes and products is desirable.
• Multitasking ability, with very professional character and presentable
• Excellent interpersonal skills and able to stay calm when customers are stressed/upset
• Tactful, swift and pays attention to detail
• Good planning & Organization skills.
• Intermediate skills in personal computer operation, word processing and spreadsheet programs.

How to Apply:

If you believe you meet the requirements as noted above, please submit application letter together with an up to date CV to our email only: recruitment@ugafode.co.ug (please indicate the position you are applying for in the Subject Line e.g. “Customer Service Officer”). Applications should be addressed to the Head of Human Resource and the Deadline for receiving is 06th August 2023. They will be viewed on a rolling basis and only shortlisted candidates will be contacted.

Note: Ladies are encouraged to apply.

Deadline: 6^th August 2023

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