|
Customer Service Officers job at National Social Security Fund (NSSF)
Posted by: great-volunteer
Posted date: 2025-Jul-29
Location: Uganda, Kampala
Customer Service Officers 2025-07-28T16:29:36+00:00 National Social Security Fund (NSSF) https://cdn.ugashare.com/jsjobsdata/data/employer/comp_885/logo/nssf.png https://www.nssfug.org/ FULL_TIME Uganda Kampala 00256 Uganda Public Administration, and Government Customer Service 2025-08-01T17:00:00+00:00 Uganda 8 Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions. Roles and Responsibilities include: - Identify and evaluate customer needs especially those who walk into the center.
- Record all customer transactions in customer relationship management (CRM) tool.
- Provide advice to customers on the various benefits types offered, the qualification criteria, among others.
- Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
- Assess own performance and seek feedback to improve performance.
- Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
- Verifying mobile and web app claims and contact customers with incomplete documentations.
- Visit and receive claims from Very Important Persons that are unable to come to office
- Receive, review and Initiate member claims into the system within expected turn around time for claims received.
- Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund's strategic performance metrics.
- Draft exceptional approval letters for member's whose claims need approval from the Managing Director.
- Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
- Receive and answer customer queries on the different online channels.
- Respond to customer reviews and handle negative reviews.
- Maintain audience experience on online channels.
- Record and capture all customer transactions in the customer relationship management tool.
Education Requirements: - A bachelors degree in Business studies, Social studies, social work and administration or Hospitality or any related field
- A professional certification or training in customer experience is an added advantage
Work Experience and Skills: - 2 years experience in customer service in a busy commercial environment
- Fluency in either English, Lugbara, Alur or Swahili is required.
Key Competences: - Commitment & Integrity
- Proactivity & Innovation
- Getting Work Done
- Relationship Building
- Communicating and Influencing
- Resilience & Resourcefulness
- Thinking and Problem Analysis
- Service Delivery(Advanced)
- Analytics Skill(Intermediate)
- Data management (Intermediate)
- Communication(Basic)
- Process Knowledge(Advanced)
JOB-6887a5708cbe9 Vacancy title:
Customer Service Officers Jobs at:
National Social Security Fund (NSSF) Deadline of this Job:
Friday, August 1 2025 Duty Station:
Uganda | Kampala | Uganda Summary
Date Posted: Monday, July 28 2025, Base Salary: Not Disclosed JOB DETAILS: Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions. Roles and Responsibilities include: - Identify and evaluate customer needs especially those who walk into the center.
- Record all customer transactions in customer relationship management (CRM) tool.
- Provide advice to customers on the various benefits types offered, the qualification criteria, among others.
- Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
- Assess own performance and seek feedback to improve performance.
- Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
- Verifying mobile and web app claims and contact customers with incomplete documentations.
- Visit and receive claims from Very Important Persons that are unable to come to office
- Receive, review and Initiate member claims into the system within expected turn around time for claims received.
- Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund's strategic performance metrics.
- Draft exceptional approval letters for member's whose claims need approval from the Managing Director.
- Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
- Receive and answer customer queries on the different online channels.
- Respond to customer reviews and handle negative reviews.
- Maintain audience experience on online channels.
- Record and capture all customer transactions in the customer relationship management tool.
Education Requirements: - A bachelors degree in Business studies, Social studies, social work and administration or Hospitality or any related field
- A professional certification or training in customer experience is an added advantage
Work Experience and Skills: - 2 years experience in customer service in a busy commercial environment
- Fluency in either English, Lugbara, Alur or Swahili is required.
Key Competences: - Commitment & Integrity
- Proactivity & Innovation
- Getting Work Done
- Relationship Building
- Communicating and Influencing
- Resilience & Resourcefulness
- Thinking and Problem Analysis
- Service Delivery(Advanced)
- Analytics Skill(Intermediate)
- Data management (Intermediate)
- Communication(Basic)
- Process Knowledge(Advanced)
Work Hours: 8 Experience in Months: 24 Level of Education: bachelor degree Job application procedure Interested in applying for this job? Click here to submit your application now
|