Customer Service Officers (3)
2025-07-18T13:53:43+00:00
National Social Security Fund (NSSF)
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https://www.nssfug.org/
FULL_TIME
Kampala
Kampala
00256
Uganda
Public Administration, and Government
Customer Service
2025-08-01T17:00:00+00:00
Uganda
8
Customer Service Officers (3) at National Social Service Fund
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 Lugbara 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)
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.
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-687a51e727671
Vacancy title:
Customer Service Officers (3)
[Type: FULL_TIME, Industry: Public Administration, and Government, Category: Customer Service]
Jobs at:
National Social Security Fund (NSSF)
Deadline of this Job:
Friday, August 1 2025
Duty Station:
Kampala | Kampala | Uganda
Summary
Date Posted: Friday, July 18 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Customer Service Officers (3) at National Social Service Fund
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 Lugbara 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 and qualified? Click Here to Apply
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