Customer Service Assistant Deposit Protection Fund of Uganda

Title: Customer Service Assistant
Grade: Administrative Support
Reports To: Senior Officer/Officer Corporate Affairs And Public Relations
Direct Reports: None
Job Purpose:
Provide general office administrative and secretarial support activities and preliminary information to people visiting the Fund premises.

Responsibilities:
1. Ensure that visitors are educated on the relevant Fund procedures and policies.
2. Transmit correspondences to customers and staff.
3. Schedule and manage staff appointments with clients or company representatives.
4. Petty cash management.

Duties:
1. Issue visitor passes where required.
2. Assist with protocol and events management as required.
3. Enrol individuals to participate in Fund programs and notify them of their acceptance.
4. Take clear and precise messages that display the specifics of what the caller needs from the individual the caller was trying to contact.
5. Greet persons entering the establishment, determine the nature and purpose of the visit, and direct or escort them to specific destinations.
6. Answer inquiries and provide information to the general public, customers, visitors, and others of the Fund.
7. Operate telephone switchboard to answer, screen, or forward calls, provide information, take messages, or schedule appointments.
8. Schedule appointments and maintain and update appointment calendars.
9. Handle and resolve complaints and queries from customers or the public and provide accurate information.
10. Perform administrative support tasks, such as proofreading, and transcribing handwritten information.
11. Receive payment and record receipts for services.
12. Analyze data to determine answers to questions from various stakeholders.
13. Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
14. Keep a current record of staff members’ whereabouts and availability.
15. Ensure that all calls are routed to the appropriate departments or persons.
16. Relay messages promptly (through e-mail) to the concerned Fund staff.
17. 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.
18. 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.).
19. 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

Expected Output:
1. Positive and excellent customer experience.
2. Efficient and timely services and transmittal of correspondences.
3. Impeccably and professionally managed reception area.
4. A comprehensive and up-to-date telephone directory.
5. Updated weekly calendar of the Fund’s activities.

Competencies:
Technical Competencies
1. Excellent customer care skills.
2. Good standard command of spoken and written English.
3. Records management.
4. Professional telephone etiquette.
5. Competency in Microsoft applications including Word, Excel, and Outlook.
Behavioural Competencies
1. Consistent, professional dress and manner.
2. Courtesy and tact in dealing with the public.
3. A confident and polite telephone manner.
4. Good hearing and a clear telephone voice.
5. Ability to work quickly and accurately under pressure.
6. Ability to deal with difficult callers calmly and professionally.
7. Awareness of confidentiality issues.
8. Detail-focused.
9. Excellent time management and reliability.

Minimum Qualifications And Experience
1. A first-class or Second-class upper honours degree in Secretarial Studies, Customer Service and/or Public Relations, or related fields is essential.
2. 3+ years of work experience as a customer care adviser/receptionist in a large organization is essential.
3. PABX Operator Course or Contact Centre Management is an added advantage.