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Job Title:  Customer Service Officer (Fresher Job Opportunities)

Organisation: Opportunity Bank

Duty Station:  Kampala, Uganda

Reports to: Customer Service Supervisor

About US:

Opportunity Bank is a Commercial Bank licensed and supervised by Bank of Uganda. We are the Bank of choice for all who aspire to a life of dignity and purpose. We offer innovative
technology-led financial solutions and training to transform lives and Communities. We do this with care, respect and in a sustainable way.

Job Summary:  The Customer Service Officer oversees and supports the marketing activities of the organization by performing specific duties to ensure the achievement of organizational goals by supporting the Marketing Manager in day to day marketing activities. Communicating with clients and customers about their experiences with a product or service, providing advice on purchasing products or service, answering client or customer questions on how to properly use or access a product or service, document customer feedback or concerns and resolve their issues within agreed timelines.

Key Duties and Responsibilities:

Customer care and service

• Ensure an effective and professional image to the customer and an accurate portrayal of business strategies across all social media platforms.
• Manage customer queries and resolve their complaints,
• Organize and implement client relations including client satisfaction surveys and client

development activities.

• Monitor and compile periodic reports of all compliments and complaints and maintain

a register thereof.

• Answer customer inquiries via phone, email, and in-person
• Direct customers to online channels
• Pitch ideas for improving customer service to management.
• Create and maintain reports about customer interactions.
• Participate in Bank and team-building activities.
• Make recommendations to management to improve customer experience.

Social Media Management

• Respond to customer queries on all bank social media channels.
• Document customer feedback received in an excel template
• Support in generating social media reports

Generation of New Business

• Support branches in bringing new business by reviewing and supporting the

branch’s local marketing strategy.

• Actively participate in sales management including education of frontline staff and

clients on company’s lending and banking products and services, market and

customer research activities.

Strategic Planning and Business Strategy

• Work with Marketing Manager in the Design, implement, and facilitate the development of annual marketing plan for the bank.
• Plan and administer the bank’s Sales & Marketing Operations budget, support development of branch marketing budgets, branch opening, and promotions.

Product and Business development

• Support the Marketing Manager in organizing business development activities and the bank’s product branding i.e. selling the brand, branch promotions and campaigns.
• Human Resources Management
• Actively participate in appraisals, team meetings and meeting your self-development needs
• Encourage teamwork and sharing best practices amongst all staff.

Occasional Duties

• Stand in for the Supervisor
• Participate in Customer Care trainings
• Training of staff in basic marketing and sales skills in conjunction with HR

Qualifications, Skills and Experience:

• The ideal applicant must hold a Bachelor’s degree from a recognized University
• First-hand experience in social media and demonstrated interactions on social media platforms such as Linked-in, Twitter, Facebook & Instagram.
• At least two years’ experience in a customer-oriented business organization.
• Familiar with the news business and experienced in public relations, marketing, design and branding.
• Digital Marketing Skills
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication, presentation skills and interpersonal skills
• Analytical skills
• Innovation and entrepreneurial skills
• Planning and organization
• Good knowledge of Microsoft Office and Windows-based computer applications
• Ability to multitask, prioritize and manage time effectively
• Conflict Resolution skills
• Self-starter, highly motivated, passionate, result oriented, able to work autonomously as
• well as part of a group, resilient and hardworking, able to work under pressure.

How to Apply:

All Interested candidates should send their signed application letters together with their curriculum vitae to hr@opportunitybank.co.ug

Deadline: Monday 17th January 2022 at 5:00pm

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