NSSF UGANDA – CUSTOMER SERVICE OFFICER (9 POSITIONS)

• Identify and evaluate customer needs, especially those who walk into the service center.
• Record all customer transactions in the Customer Relationship Management (CRM) tool.
• Provide advice to customers on the various benefit types offered and the qualification criteria.
• Engage and collaborate with different stakeholders within and outside the Fund to facilitate the achievement of departmental and organizational objectives.
• Assess own performance and seek feedback to improve service delivery and effectiveness.
• Provide counseling to customers, especially non-qualifying and distressed customers who appear to be in dire need of funds.
• Verify mobile and web application claims and contact customers with incomplete documentation.
• Visit and receive claims from Very Important Persons (VIPs) who are unable to visit the office.
• Receive, review, and initiate member claims into the system within the expected turnaround time.
• Follow up on all initiated claims to ensure they are paid within the specified turnaround time as per the Fund’s strategic performance metrics.
• Draft exceptional approval letters for members whose claims require approval from the Managing Director.
• Direct requests regarding delayed benefits payments and unresolved issues to the Benefits Team.
• Receive and respond to customer queries through various online channels.
• Respond to customer reviews and effectively handle negative reviews.
• Maintain audience engagement and customer experience across online platforms.
• Record and capture all customer transactions accurately in the Customer Relationship Management system.

• Bachelor’s Degree in Business Studies, Social Sciences, Social Work and Administration, Hospitality Management, or any related field.
• Professional certification or training in Customer Experience is an added advantage.

• Minimum of two (2) years of experience in customer service within a busy commercial environment.

• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Thinking and Problem Analysis
• Service Delivery (Advanced)
• Analytics Skills (Intermediate)
• Data Management (Intermediate)
• Communication Skills (Basic)
• Process Knowledge (Advanced)