Job Title: Customer Service Manager
The National Social Security Fund (NSSF) is a Provident Fund mandated to provide social security to its members as prescribed by law under CAP 222 (Laws of Uganda) through efficient management of members’ contributions. The NSSF asset base is currently over Ugx. 4 trillion, making the Fund one of the largest players in Uganda’s economy.
The National Social Security Fund (NSSF) is positioning itself to be the Social Security Provider of Choice in Uganda. Our belief at the Fund is that each employee contributes directly to the growth and success of the business and each employee is expected to take pride in being a member of the team. Follow link for more jobs at NSSF
Job Summary: The Customer Service Manager will mainly develop, implement and review customer service standards, processes, systems and policies in consultation with other departments to realize highest level of customer services throughout the Fund.
Key Duties and Responsibilities:
- Develop and review customer service standards, systems, processes and policies
- Work closely with Branch offices and other departments/sections to ensure prompt service delivery to clients within the agreed Turnaround time
- Take lead and supervise all the Customer Service Officers at the head office
- Manage the Call Centre
- Identify and participate in public functions, crowd pulling events, student functions and NSSF sponsored events to market organization products and services.
- Resolve complex customer service complaints
- Manage cash imprest for benefits payments.
- Authorize cash payments to clients
- Assess and evaluate service level standards provided by the organization
- Prepare, implement and monitor the customer service budget
Qualifications, Skills and Experience:
- The ideal applicant for the Customer Service Manager vacancy should hold a Bachelor’s degree in Business Administration, Management, Public Relations, Finance or any other related disciplines. A Master’s degree in Business Administration, Management, Finance or any other related discipline.
- At least eight years’ experience in managing a busy commercial or production environment with
- Four or more years in customer related service experience or public relations .
- Good IT skills required for E- channels
- Excellent Oral and written communication skills
- Good Interpersonal skills with pleasant personality
- Past supervisory skills
- Excellent analytical skills
- Good negotiation skills and ability
- Counseling skills
- Skills in Social Media
- The applicant should ideally be a person f high morals and integrity.
How to apply for the job:
If you are suitably qualified and interested in joining the National Social Security Fund (NSSF), please send your application enclosing detailed curriculum vitae giving three professional referees and copies of academic and professional certificates/ testimonials, postal address and daytime telephone contact.
The complete applications should be addressed to: The Managing Director, ABS Consulting Group, Workers House, Plot 1, Pilkington Road, 9th Floor, Southern Wing. P.O. Box 29526, Kampala. Uganda.
Please indicate the position applied for on the envelope (“Application for the position of………”)
Deadline: 30th June, 2014 by 5PM
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