Job Title: Client Relations Officer
Organisation: Private Sector Foundation Uganda (PSFU)
Project Name: Investment for Industrial Transformation and Employment (INVITE) Project
Funding Source: World Bank
Duty Station: Kampala, Uganda
About US:
The Government of the Republic of Uganda (GoU) received financing from the World Bank to implement the Investment for Industrial Transformation and Employment (INVITE) project. The Project is complemented and supported by other development partners, including the Netherlands, the United Kingdom, and Sweden, through a Multi-Donor Trust Fund (MDTF) Grant.
The Project Development Objective is to mitigate the effect of COVID-19 on private sector investment and employment and to support new economic opportunities, including refugee and hosting communities.
The Project comprises four components and is being implemented jointly by the Bank of Uganda (BoU) and Private Sector Foundation Uganda (PSFU).
Objectives of the Assignment: The objective of this assignment is to provide client relations support including hand-holding and guidance under the Export Firm Support program. The Client Relations Officer – ESF, will manage the front desk and provide preliminary information about the Program and available support. S/he will be charged with maintaining an inventory of all client requirements including but not limited to supported activities and be a depository of information regarding all subscribers of the Program. The resource will also document any transformational shift in the demands by prospects to allow for targeted program formatting in the future.
The EFS program is designed to boost Ugandan firm exports in value-added manufactured products to regional and high-income markets. It will support potential and existing exporters to enter new export markets or expand their presence. Support will focus on upgrading firms’ organizational and production capacities and their capabilities to deliver to the demand of foreign buyers. The Client Relations Officer – ESF will be responsible for managing all client related issues including physical and telephone enquiries about the Program. The Officer will also support the Program Manager by constantly checking the Online Platform to ensure that all client application entry status is accurately reflected on the system dashboard and bringing to the attention of the latter any pending or incomplete transactions.
Key Duties and Responsibilities:
- Promote the EFS program to all potential clients through availing relevant literature and documents to the same.
- Identify and interview potential clients for the Program support.
- Maintain a backup of an application register of client files for records management.
- Manage communication with prospects and program clients.
- Attend to incoming telephone calls and direct the same to the appropriate person with due courtesy and care.
- Provide Program related information when requested for by internal and external customers.
- Liaise with the IT Program Officer and share updates on the Online Platform with public and PSFU staff.
- Develop and manage an electronic file database of all prospects and beneficiaries of the Program.
- In consultation with the Program Manager, share performance updates with the clients and document feedback.
- With the Program Manager’s guidance, work with the International Business Market Advisory Centre (International Consultants) to undertake client verification and due diligence.
- Working with the Program M&E Officer, administer any client entry and exit surveys.
- Document lessons learnt and recommended performance improvement actions to sustain innovation and ensure absorption of available resources.
- Undertake any such duties as shall be assigned from time to time by the Program Manager.
Qualifications, Skills and Experience:
The ideal candidate will have at least 5 years’ experience of delivering high quality client portfolio management, with the ability to identify and manage a range of client solutions. The CRO will be proficient and possess technical competences and business awareness with a client focus. S/he will understand the importance of client relationships, know how to communicate and support the Program’s desire to professionally engage closely with clients. The Client Relations Officer shall specifically have the following requirements:
- Possess an Honors degree in Business Administration, Economics, Commerce, Marketing, ICT, Social Sciences, Communication or related disciplines.
- A post graduate qualification and or training in Communication and Public Relations and Project Management, or relationship management will be an added advantage.
- Good understanding and appreciation of private sector development issues in Uganda including export trade.
- Strong and proven communication, interpersonal and presentation skills.
- Excellent Computer skills including but not limited to MS Word, Excel, Project and Power Point.
- Proven integrity, versatility, and clean record in program implementation.
Key Results /Outputs
1) Monthly briefs to the Program Manager on activities undertaken
2) Periodically updated electronic database of potential prospects and clients
3) Other performance reports as may be required by the supervisor
4) Timely response to all Program related enquiries via telephone and physical contact.
How to Apply:
All candidates should apply online at the link below
Deadline: 7th May 2024
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