The Ugandan Jobline

Job Title:  Contact Center Officer (3 Fresher Customer Service Jobs)

Organisation: PostBank Uganda Ltd

Duty Station:  Kampala, Uganda

Reports to: Contact Center Supervisor

About US:

PostBank Uganda Ltd is a Government owned bank regulated by Bank of Uganda under the Financial Institutions Act, 2004. The bank focuses on the mass market with operations spread across the country.

Job Summary:  The Contact Center Officer 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.

Ensuring 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.

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 and follow up on outstanding issues promptly.
• Keep 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.
• The Contact Center Officer will mainly monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
• Analyse the content of customer interactions proactively to identify opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.

Qualifications, Skills and Experience:

• The applicant for the Contact Center Officer job must hold a Bachelor’s degree in Business Management or related field
• One to two years of cognate experience in contact centre management
• Strong customer-centric mindset.
• Excellent telephone and email etiquette.
• Effective communication skills (both written and verbal).
• Good technical literacy, including proficiency in navigating Windows® applications, MS Office, email, and the internet.
• Effective stress management skills, including maintaining a calm demeanour and mental state when situations and emotions escalate.
• High levels of integrity and awareness of fraud and risk.
• Strong teamwork skills, including offering support and guidance and working effectively with others.

How to Apply:

All candidates should apply online be sending the following documents:

• Detailed CV
• Certified copies of academic documents
• Applicants address and day time telephone contacts
• Postal/email address and daytime telephone contact of three referees of good standing in society one of which should be your current Supervisor.

Please send your application to hr@postbank.co.ug addressed to the Chief Human Resource Officer and put the job you are applying for as the Subject (Strictly).

Deadline: 27th September 2023

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