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Customer Service Officer (9 Positions) Job at NSSF Uganda
NSSF Uganda
Job Description
The Customer Service Officer will 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. The role involves identifying customer needs, recording transactions in CRM, and managing member claims within expected turnaround times.
Duties, Roles and Responsibilities
- 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 benefit 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.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Apply here: https://nssfuganda.jotform.com/261601226321544
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