The NSSF asset base is currently over Ugx. 8.2 trillion, making the Fund one of the largest players in Uganda's economy.
Our Vision: To be the Social Security Provider of Choice.
Our Mission: To be a relevant partner to our members through continuous innovation in the provision of social security.
The Fund invites applications from suitably qualified persons for the position below:
JOB TITLE: CUSTOMER SERVICE OFFICER (3 Positions)
REPORTS TO: SUPERVISOR WALK-IN
DEPARTMENT: OPERATIONS
The National Social Security Fund (NSSF) is positioning itself to be the Social Security Provider of Choice in Uganda. With our shared purpose of being the Social Security Provider of choice providing exceptional customer service and better operations with a workforce that is well motivated and skilled, we are looking to recruit people with high integrity, dedication and commitment for this position.
MAIN PURPOSE:
Reporting to the Supervisor Walk-in, the Customer Service Officer will be responsible for ensuring business growth in terms of increasing customer satisfaction and increasing customer value.
The job holder will also be responsible for building relationships between employees (walk-in & contact center -customers) and NSSF and ensuring positive word of mouth and good corporate image for the Fund.
Duties and Responsibilities include:
1) Increasing customer satisfaction by being courteous to customers, ensuring timely speed of delivery of service and making sure that customer queries are immediately resolved.
2) Develop a customer contacts data base by ensuring that customer activity and contacts are generated and registered in CRM tool to profile customers and engage them.
3) Sensitising customers on Fund products and services
4) Ensuring fast track and resolution of customer queries, complaints and requests
5) Generating innovative Ideas to improve business process and also rolling out of value adding services.
6) Guiding and Counseling clients who are in dire need, depressed among others but do not qualify to claim their benefits from NSSF.
7) Registering both employers and employees by collecting information from the party to be registered and verifying it before in-putting data into the system.
8) Processing Benefits by receiving benefits claims and fast tracking of the payment process
9) Participating in success of Exhibitions and crowd pulling events
10) Participate in the success implementation of the Customer Connect Week (CCW) and Corporate Social Responsibility (CSR)
11) Clearing workflows from the system when customers are paid
12) Compliance with policy and procedures by ensuring that the job-holder confirms to policy and procedure including giving ongoing support to supervisor in meeting Fund objectives.
Education Requirements:
The job holder must have a Bachelor’s degree from a recognized University. Formal training and/or certifications in the field of Customer Service shall be an added advantage.
Related Job Experience:
The job holder must possess at least 2 years of continuous working experience in a busy commercial corporate customer service environment.
SKILLS AND ABILITIES
Good oral and written communication
Listening and problem solving skills
Decision making skills
Good interpersonal and people relation skills
Good leadership and managerial skills
IT skills- MS Word, Excel, PowerPoint
Knowledge of more than one language
Planning and organising skills
Ability to priotize competing tasks/activities
Multitasking skills
Team work
Analytical skills
Presentation skills
Quick learner
Interested individuals should send copies of academic credentials, application letters and detailed CVs addressed to the Head of Human Resources & Administration, and delivered to the Registry on 13th Floor Workers House by Thursday 4th January 2018, for registration and onward transmission.
Please note that canvassing or lobbying will lead to automatic disqualification of the candidate
NAFASI ZA KAZI NSSF
Reviewed by New Jobs
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Reviewed by New Jobs
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11:18:00 PM
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