Customer Service Officer Job at National Social Security Fund (NSSF)

Organisation: National Social Security Fund (NSSF)

Job Title: Customer Service Officer (9 Positions)

Job Grade: C3

Reports To: Area Manager

Department: Commercial

Duty Station: Upcountry Branches, Uganda

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About the Organisation

The National Social Security Fund (NSSF) is hiring Customer Service Officers (9) to provide exceptional customer experience by answering customer queries and providing support through various channels including online chats, email, phone calls, and face-to-face interactions.

Key Duties and Responsibilities

• Identify and evaluate customer needs, especially those who walk into the service center.
• Record all customer transactions in the Customer Relationship Management (CRM) system.
• Provide advice to customers on various benefit types, qualification criteria, and related services.
• Engage and collaborate with different stakeholders within and outside the Fund to support departmental and organizational objectives.
• Assess personal performance and seek feedback for continuous improvement.
• Provide counselling to customers, especially non-qualifying and distressed customers in urgent financial need.
• Verify mobile and web application claims and contact customers with incomplete documentation.
• Visit and receive claims from VIP customers unable to visit the office.
• Receive, review, and initiate member claims into the system within the expected turnaround time.
• Follow up on initiated claims to ensure payment within the specified turnaround time according to Fund performance metrics.
• Draft exceptional approval letters for members whose claims require Managing Director approval.
• Handle delayed benefits payment requests and escalate unresolved issues to the benefits team.
• Receive and respond to customer queries across online channels.
• Respond to customer reviews and professionally handle negative feedback.
• Maintain positive audience experience on online platforms.
• Record and capture all customer transactions in the CRM system.

Qualifications, Skills and Experience

Education Requirements

• A Bachelor’s Degree in Business Studies, Social Studies, Social Work and Administration, Hospitality, or any related field.
• Professional certification or training in Customer Experience is an added advantage.

Work Experience

• At least 2 years of experience in customer service within a busy commercial environment.
• Knowledge of job application tracking is an added advantage.

Key Competencies

• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Thinking and Problem Analysis
• Service Delivery (Advanced)
• Analytics Skills (Intermediate)
• Data Management (Intermediate)
• Communication Skills (Basic)
• Process Knowledge (Advanced)

How to Apply

Interested candidates should apply through the official recruitment channels of the National Social Security Fund (NSSF). Ensure that your application is submitted before the deadline.