4 Fresher Customer Service Jobs – Contact Centre Officer – PostBank Uganda Ltd (PBU)

Job Title:   Contact Centre Officer (4 Fresher Customer Service Jobs)

Organisation: PostBank Uganda Ltd (PBU)

Duty Station:  Kampala, Uganda

About US:

PostBank Uganda Ltd (PBU), a government owned bank regulated by Bank of Uganda under the Financial Institutions Act, 2004. The bank focuses on being the market leader in advancing financial inclusion.

Key Duties and Responsibilities:

• Treat customers with utmost courtesy when receiving inbound telephone calls, emails, or social media messages directed to the Bank’s customer contact centre.
• Respond to customer queries and inquiries using accurate and comprehensive knowledge of the Bank’s products, processes, and general information.
• Resolve customer complaints whenever possible or promptly escalate them to the relevant department.
• Keep yourself informed about the Bank’s products, processes, and relevant contacts to ensure that customer issues (inquiries, queries, or complaints) are addressed correctly and as a priority, with efforts made to resolve them on the spot or within an hour.
• Monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
• Escalate issues received and/or identified to the relevant internal stats¬ or units and follow up on outstanding issues promptly.
• Analyse the content of customer interactions proactively to identify
• opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.
• Generate customer interest in alternative services or products o¬ered by the Bank during customer interactions.
• Prepare timely regular activity and performance reports for your line manager and other relevant parties.
• Maintain an up-to-date database for customer contacts in conjunction with relevant parties within the Bank.
• Support all marketing-related programs.
• Carry out any other duties as assigned by your line manager and/or the Head of function from time to time.
• Controls and Risk Management
• Monitor and enforce confidentiality of customer information by limiting disclosure or exposure to only authorized contacts.
• Adhere to identification protocols accurately before providing customer details.
• Identify control lapses in a timely manner and promptly escalate all risks to line management.
• Follow laid-down procedures strictly to avoid any reputational or legal risks.
• Block cards and stop payments promptly in response to client requests.
• Highlight operational issues expressed by customers.
• Acquire multi-skills to support multi-product targets as set by the business.
• Job holder is responsible for managing and handling customer interactions, inquiries, and concerns via various communication channels such as phone,
• email, chat, or social media. As the initial point of contact for customers, responsibility is to provide excellent customer service.
• Ensure that all customer inquiries, requests, queries, and complaints are handled satisfactorily, and that timely follow-up, resolution, and feedback are provided in accordance with the Bank’s service strategy.

Qualifications, Skills and Experience:

• The applicant must hold a bachelor’s degree in Business management or related field
• One to two years of cognate experience in contact centre management.
• Strong command of English and proficiency in at least two local languages.
• Strong customer-centric mindset.
• Excellent telephone and email etiquette.
• Effective communication skills (both written and verbal).
• Up-to-date knowledge of the bank’s products, services
• Strong decision-making skills, including active listening, appropriate
• questioning, applying appropriate interventions, and offering timely updates and conclusive feedback.
• Proactive problem-solving skills, including analysing information received/collected by the team over time to identify and address root causes.
• Proficiency in navigating Windows® applications, MS Office, email, and the internet.
• Ability to multitask, such as receiving customer information over the telephone while inputting/searching for relevant information in the database.
• Strong teamwork skills, including offering support and guidance and working effectively with others.
• Effective stress management skills, including maintaining a calm demeanor
• and mental state when situations and emotions escalate.
• High levels of integrity and awareness of fraud and risk.

How to Apply:

All candidates should send their Email applications addressed to Chief Human Resources Officer, PostBankUganda. Send application to hr@postbank.co.ug with job title as subject.

NB: Only shortlisted candidates will be contacted. PostBank Uganda is an equal opportunity employer.

Deadline: 3^rd May 2023