Customer Service Officers x3
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.
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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)
Submit your CV and Application on Company Website : Click Here
Closing Date : 30th August, 2025