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About the Organisation
3 Customer Service Officers jobs at National Social Security Fund (NSSF) | Apply Now
Uganda
The National Social Security Fund (NSSF) is Uganda’s premier social security provider, committed to ensuring financial security for workers by offering provident fund services that promote long-term savings for retirement, sickness, and other social welfare needs. Established in 1985, NSSF has become a highly respected institution, recognized for its trustworthiness, efficiency, and significant role in the country’s financial ecosystem, with millions of Ugandans relying on its services.
The organization fosters a professional, inclusive, and collaborative work culture, offering its employees opportunities for growth, career development, and work-life balance in an environment that values integrity, innovation, and social responsibility. With a business model based on collecting contributions from employees and employers, NSSF provides a wide range of services including pension plans, medical benefits, and a variety of welfare programs, all underpinned by cutting-edge technology and strong financial management practices.
The Fund operates on a national scale, with its reach expanding to various regions across Uganda, positively impacting the lives of workers, their families, and communities. Core values such as transparency, accountability, professionalism, and service excellence guide NSSF’s operations, while its corporate social responsibility initiatives focus on promoting financial literacy, supporting education, and advancing economic empowerment programs. For more information, visit www.nssfug.org.
Are you looking for Customer Service jobs in Uganda 2025 today? then you might be interested in Customer Service Officers jobs at National Social Security Fund (NSSF)
Full Time
Deadline:
1 Aug 2025
Job Title
3 Customer Service Officers jobs at National Social Security Fund (NSSF)
National Social Security Fund (NSSF)
Job Description
Position: Customer Service Officers (3)
Organization: National Social Security Fund (NSSF) Uganda
Location: Uganda
Job Grade: C3
Department: Commercial
Reporting To: Supervisor Walk-in & Supervisor Contact Centre
Duty Station: Upcountry Branches
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Interested candidates should complete the application form at:https://forms.office.com/e/0JiUVSHzJM
Also, send your cover letter, CV, and academic certificates to:recruitment@nssfug.org
Deadline: Friday, 1st August 2025
Women are strongly encouraged to apply.
Applications are managed via the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
Important Note: Employers now hire directly on the AfriCareers New Jobs Portal — keep your profile updated so employers can easily view your CV and hire you instantly.
How to Apply
Identify and assess customer needs, especially for walk-in clients.
Accurately record all customer transactions in the Customer Relationship Management (CRM) system.
Advise customers on various benefit types, eligibility criteria, and related information.
Collaborate with internal and external stakeholders to support departmental and organizational goals.
Regularly evaluate own performance and seek feedback for continuous improvement.
Provide counseling to customers, particularly those who do not qualify for benefits or appear distressed.
Verify mobile and web app claims and follow up with customers on incomplete documentation.
Conduct visits and receive claims from VIPs unable to visit the office.
Receive, review, and initiate member claims into the system within established turnaround times.
Monitor initiated claims to ensure timely payment in line with fund performance standards.
Prepare exceptional approval letters for claims requiring Managing Director authorization.
Escalate delayed benefits payments and unresolved issues to the benefits team.
Respond to customer queries via online channels, including handling and responding to customer reviews.
Maintain a positive online audience experience.
Education Requirements
Bachelor’s degree in Business Studies, Social Studies, Social Work, Administration, Hospitality, or a related field.
Professional certification or training in customer experience is a plus.
Work Experience & Skills
Minimum 2 years’ experience in customer service within a busy commercial environment.
Fluency in Lugbara or Swahili is required.
Key Competencies
Commitment & Integrity
Proactivity & Innovation
Getting Work Done
Relationship Building
Communication & Influencing
Resilience & Resourcefulness
Analytical Thinking & Problem Solving
Advanced Service Delivery
Intermediate Analytics & Data Management
Basic Communication
Advanced Process Knowledge

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