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Customer Care Officer job at Fort Portal City Service Commission | Apply Now
Fort Portal, Uganda
Full-time
Are you looking for Customer Service jobs in Uganda 2024? If yes, then you might be interested in Customer Care Officer job at Fort Portal City Service Commission
Fort Portal City Service Commission is a public institution mandated to oversee the recruitment, management, and development of human resources for effective service delivery within Fort Portal City, guided by a mission to ensure transparency, meritocracy, and efficiency in public service appointments. Known for its commitment to good governance and professionalism, the Commission is recognized as a key pillar in strengthening local government operations and promoting public trust. It upholds a work culture grounded in accountability, fairness, and continuous improvement, offering civil servants structured career paths, training opportunities, and stable work arrangements that align with Uganda’s public service standards.
Since its establishment following Fort Portal’s elevation to city status in 2020, the Commission has played a vital role in building institutional capacity and streamlining recruitment processes to meet the evolving needs of a growing urban population. Embracing digital transformation and merit-based systems, its operations are designed to be efficient, inclusive, and aligned with national development goals. With a jurisdiction that spans across departments and institutions within the city, the Commission operates with integrity, service excellence, equity, and commitment as its core values. It also actively contributes to social development by ensuring the recruitment of competent personnel who drive health, education, and infrastructure services that benefit the community. More details can be accessed through the Fort Portal City official website at www.fortportalcity.go.ug.
Customer Care Officer job at Fort Portal City Service Commission
Fort Portal City Service Commission
Customer Care Officers are responsible for ensuring that customers receive excellent service and assistance, addressing inquiries, concerns, and complaints promptly and professionally.
Customer Assistance: Provide prompt and courteous assistance to customers via phone, email, chat, or in-person interactions, addressing inquiries, providing product information, resolving issues, and offering solutions to meet customer needs.
Complaint Resolution: Handle customer complaints and concerns effectively, investigating issues, identifying root causes, and taking appropriate action to resolve problems, escalate unresolved issues as needed, and follow up to ensure customer satisfaction.
Order Processing: Process customer orders, returns, exchanges, and refunds accurately and efficiently, ensuring timely delivery and fulfillment, and maintaining records of transactions and interactions for documentation and follow-up purposes.
Product Knowledge: Maintain up-to-date knowledge of company products, services, policies, and procedures to provide accurate and relevant information to customers and assist them in making informed decisions.
Customer Feedback Management: Solicit feedback from customers about their experiences, preferences, and suggestions for improvement, and relay feedback to relevant departments or stakeholders for analysis and action.
Cross-Selling and Up-Selling: Identify opportunities to promote additional products or services to customers based on their needs, preferences, and purchasing history, maximizing sales and revenue opportunities while enhancing customer satisfaction.
Documentation and Reporting: Document customer interactions, inquiries, complaints, and resolutions in CRM systems or databases, generate reports, and analyze data to identify trends, patterns, and areas for improvement in customer service processes.
Training and Development: Participate in training sessions and workshops to enhance customer service skills, product knowledge, and problem-solving abilities, staying updated on industry best practices and emerging trends in customer care.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Education: A high school diploma or equivalent is typically the minimum educational requirement for Customer Care Officer positions. Some employers may prefer candidates with post-secondary education, such as an associate degree or certification in customer service, communication, or a related field.
Communication Skills: Excellent verbal and written communication skills are essential for Customer Care Officers to interact effectively with customers, colleagues, and stakeholders, conveying information clearly, empathizing with customers, and resolving issues diplomatically.
Empathy and Patience: Empathy, patience, and a customer-centric approach are crucial for Customer Care Officers to understand customers' needs, concerns, and emotions, and provide personalized assistance and support.
Problem-Solving Skills: Strong problem-solving and critical-thinking skills are important for Customer Care Officers to analyze customer issues, identify solutions, and make decisions to resolve problems efficiently and effectively.
Interpersonal Skills: Strong interpersonal skills are necessary for Customer Care Officers to build rapport with customers, establish trust and credibility, and foster positive relationships to enhance customer loyalty and satisfaction.
Computer Skills: Proficiency in using computer systems, CRM software, and communication tools for managing customer interactions, processing orders, and accessing product information and resources is important for Customer Care Officers.
Time Management: Effective time management skills are essential for Customer Care Officers to prioritize tasks, manage workload efficiently, and meet service level agreements and response times for customer inquiries and requests.
Teamwork: The ability to work collaboratively with colleagues from various departments and levels of the organization to address customer issues, share knowledge and expertise, and contribute to a positive and supportive work environment is important for Customer Care Officers.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
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