Client Support Officer – Payment Portal Jobs in Uganda (August 2025)

Employer: ITMS Uganda – Payment Portal

Job Title: Client Support Officer – Payment Portal

Job Type: Full-time

Department: Commercial

Location: Kampala, Uganda

Reports To: Client Support Manager

Job Summary

ITMS Uganda is seeking a Client Support Officer (Payment Portal) to strengthen its customer service team.
The role focuses on providing timely support to clients, resolving basic technical issues, maintaining accurate documentation,
and ensuring a high-quality client experience. The successful candidate will be an excellent communicator with
strong problem-solving skills and knowledge of client support practices.

Key Responsibilities

1. Client Support

• Respond to client inquiries via email, phone, and live chat regarding portal features, functionalities, and troubleshooting.
• Escalate complex issues to the Client Support Manager following established protocols.
• Maintain and update FAQs and support documentation for client reference.

2. Issue Resolution & Documentation

• Log all client interactions in the support system with accuracy.
• Follow up on open support cases to ensure timely resolution.
• Identify recurring issues and support root cause analysis for system improvements.

3. Client Relationship Management

• Deliver excellent customer service to maintain trust and satisfaction.
• Conduct follow-ups with clients until issues are fully resolved.
• Assist with high-value client accounts under the guidance of the Client Support Manager.

4. Reporting & Collaboration

• Share feedback with management on common issues and possible improvements.
• Assist with weekly performance reports (response times, resolution rates, and client satisfaction scores).
• Work with IT and product teams to stay updated on platform changes and new features.

5. Process Improvement

• Suggest enhancements for support scripts, workflows, and documentation.
• Participate in ongoing training sessions to improve product knowledge.
• Stay up to date with new platform features and client support protocols.

Key Performance Indicators (KPIs)

• Response Time: 90% of inquiries answered within 15 minutes.
• Resolution Rate: 80% of client issues solved on first contact.
• Client Satisfaction: Maintain 85%+ satisfaction score.
• Documentation Accuracy: 98% accuracy in support records.
• Escalation Compliance: 100% adherence to escalation protocols.

Requirements

• Bachelor’s degree in Business Administration, Communications, IT, or related field.
• 1–2 years of customer support experience (preferably in digital payments, financial services, or IT platforms).
• Strong communication, multitasking, and problem-solving skills.
• Familiarity with support tools (Zendesk, Freshdesk, or CRM systems).
• Proficiency in Microsoft Office Suite.

Desirable Qualifications

• Experience with CRM/ticketing systems.
• Basic understanding of payment portals, fintech, or ERP systems (ODDO preferred).
• Prior customer service experience in a digital environment.

How to Apply

Interested candidates should submit their CV and cover letter to:

📧 hr@itms-ug.com
📅 Deadline: Friday, 22nd August 2025

Only shortlisted candidates will be contacted.