Customer Experience Officer – Front Desk job at Bayport Financial Services Uganda Limited

Job Summary:

The Customer Experience Officer – Front Desk will be responsible for coordinating with all branches to ensure timely resolution of client requests and complaints. This includes ensuring that all requests and complaints are accurately logged onto the system portal and tracked through to resolution within the stipulated timelines. This role requires maintaining up-to-date and complete information on the portal to enable branch staff to provide clear and timely feedback to clients. Additionally, the jobholder will serve as the first point of contact at Head Office, welcoming and assisting walk-in clients and guests in a professional and customer-focused manner.

Key Duties and Responsibilities:

Front Desk & Client Reception

• Welcome visitors and clients in a professional, courteous, and friendly manner.
• Direct visitors to the appropriate personnel or departments promptly.

Reception & Administrative Support

• Maintain a clean, organized, and professional reception area at all times.
• Provide general administrative support as required to ensure smooth front office operations.

Client Service & Issue Resolution

• Support branches by handling client requests and complaints received through walk-ins, phone calls, and other stakeholders (e.g., votes).
• Ensure all client requests and complaints are resolved within 24 hours, in line with the Customer Service Policy.
• Follow up on escalated issues to ensure resolution within stipulated timelines.

Complaint & Request Management

• Capture all client requests, complaints, resolutions, and feedback accurately on the system portal.
• Follow up with branches to ensure proper understanding and implementation of resolutions.
• Ensure timely feedback is communicated back to clients.

Training & Support to Branches

• Provide guidance and training branch staff to ensure all requests and complaints are properly logged in the portal.
• Promote adherence to customer service procedures and standards across branches.

Call Center Support

• Assist the Call Center team in managing incoming calls, inquiries, and client communications when needed.

Reporting & Analysis

• Monitor and report key trends, recurring issues, and observations from client interactions across branches and Head Office.
• Provide insights to support decision-making and service improvements.

Service Improvement & Recommendations

• Propose actionable recommendations to enhance service delivery and customer experience.

Sales Collaboration

• Liaise with the Sales Department by identifying and recommending client retention and cross-selling opportunities to designated sales staff.

Qualifications, Skills and Experience:

• Bachelor’s degree in business administration, Customer Service or related field
• Minimum 1-2 years of experience in customer service, preferably in a microfinance or financial institution.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Proficient in CRM software and Microsoft Office applications.
• Good negotiation skills, attention to detail and ability to multi-task.
• Patience, professionalism and ability to handle stressful situations appropriately.
• Excellent data entry and typing skills (Excel & Word)

• Welcome visitors and clients in a professional, courteous, and friendly manner.
• Direct visitors to the appropriate personnel or departments promptly.
• Maintain a clean, organized, and professional reception area at all times.
• Provide general administrative support as required to ensure smooth front office operations.
• Support branches by handling client requests and complaints received through walk-ins, phone calls, and other stakeholders (e.g., votes).
• Ensure all client requests and complaints are resolved within 24 hours, in line with the Customer Service Policy.
• Follow up on escalated issues to ensure resolution within stipulated timelines.
• Capture all client requests, complaints, resolutions, and feedback accurately on the system portal.
• Follow up with branches to ensure proper understanding and implementation of resolutions.
• Ensure timely feedback is communicated back to clients.
• Provide guidance and training branch staff to ensure all requests and complaints are properly logged in the portal.
• Promote adherence to customer service procedures and standards across branches.
• Assist the Call Center team in managing incoming calls, inquiries, and client communications when needed.
• Monitor and report key trends, recurring issues, and observations from client interactions across branches and Head Office.
• Provide insights to support decision-making and service improvements.
• Propose actionable recommendations to enhance service delivery and customer experience.
• Liaise with the Sales Department by identifying and recommending client retention and cross-selling opportunities to designated sales staff.

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Proficient in CRM software and Microsoft Office applications.
• Good negotiation skills
• Attention to detail
• Ability to multi-task.
• Patience
• Professionalism
• Ability to handle stressful situations appropriately.
• Excellent data entry and typing skills (Excel & Word)

• Bachelor’s degree in business administration, Customer Service or related field
• Minimum 1-2 years of experience in customer service, preferably in a microfinance or financial institution.