Several Customer Service Assistant Job Opportunities – Deposit Protection Fund of Uganda (DPF)

Job Title:    Customer Service Assistant

Organisation: Deposit Protection Fund of Uganda (DPF)

Duty Station:  Kampala, Uganda

Reports to: Senior Officer/Officer Corporate Affairs and Public Relations

 

About US:

The Deposit Protection Fund of Uganda (DPF), which is also referred to as the Fund, was established as a separate legal entity following the enactment of the Financial Institutions (Amended) Act, 2016. Prior to this, DPF was managed by Bank of Uganda.

 

Job Summary:  The Customer Service Assistant will provide general office administrative and secretarial support activities and preliminary information to people visiting the Fund premises.

 

Key Duties and Responsibilities:

• Ensure that visitors are educated on the relevant Fund procedures and policies.
• Transmit correspondences to customers and staff.
• Schedule and manage staff appointments with clients or company representatives.
• Petty cash management.
• Issue visitor passes where required.
• Assist with protocol and events management as required.
• Enrol individuals to participate in Fund programs and notify them of their acceptance.
• Take clear and precise messages that display the specifics of what the caller needs from the individual the caller was trying to contact.
• Greet persons entering the establishment, determine the nature and purpose of the visit, and direct or escort them to specific destinations.
• Answer inquiries and provide information to the general public, customers, visitors, and others of the Fund.
• Operate telephone switchboard to answer, screen, or forward calls, provide information, take messages, or schedule appointments.
• Schedule appointments and maintain and update appointment calendars.
• Handle and resolve complaints and queries from customers or the public and provide accurate information.
• Perform administrative support tasks, such as proofreading, and transcribing handwritten information.
• Receive payment and record receipts for services.
• Analyze data to determine answers to questions from various stakeholders.
• Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
• Keep a current record of staff members’ whereabouts and availability.
• Ensure that all calls are routed to the appropriate departments or persons.
• Relay messages promptly (through e-mail) to the concerned Fund staff.
• Answer basic questions about the Fund and/or the Fund’s events/activities for callers who don’t need to be transferred to another extension; provide routine non-technical information using a reference guide.
• Create, maintain and continuously update a directory of contacts – internal, as well as national, regional and international institutions regularly contacted by the Fund; (i.e., extensions, telephone contacts, fax numbers, e-mails, country codes, etc.).
• Maintain an up-to-date/current (daily/weekly) calendar of any happenings within the Fund e.g., major events, launches, etc., to be able to provide basic information to callers

 

Key Outputs:

• Positive and excellent customer experience.
• Efficient and timely services and transmittal of correspondences.
• Impeccably and professionally managed reception area.
• A comprehensive and up-to-date telephone directory.
• Updated weekly calendar of the Fund’s activities.

Qualifications, Skills and Experience:

• The applicant must hold a first-class or Second-class upper honours degree in Secretarial Studies, Customer Service and/or Public Relations, or related field
• Three years of work experience as a customer care adviser/receptionist in a large organization is essential.
• PABX Operator Course or Contact Centre Management is an added advantage.

 

Competencies:

Technical Competencies

• Excellent customer care skills.
• Good standard command of spoken and written English.
• Records management.
• Professional telephone etiquette.
• Competency in Microsoft applications including Word, Excel, and Outlook.

Behavioural Competencies

• Consistent, professional dress and manner.
• Courtesy and tact in dealing with the public.
• A confident and polite telephone manner.
• Good hearing and a clear telephone voice.
• Ability to work quickly and accurately under pressure.
• Ability to deal with difficult callers calmly and professionally.
• Awareness of confidentiality issues.
• Detail-focused.
• Excellent time management and reliability.

 

How to Apply:

All qualified and interested candidates should apply online at the link below.

 

Click Here

 

Deadline: 4^th November 2022