Description

The National Social Security Fund (NSSF) is hiring a Customer Service Officer (9)to provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions.

JOB GRADE: C3

REPORTS TO: Area Manager

DEPARTMENT: Commercial

DUTY STATION: Upcountry Branches

Roles and Responsibilities include:

• Identify and evaluate customer needs especially those who walk into the center.
• Record all customer transactions in customer relationship management (CRM) tool.
• Provide advice to customers on the various benefit types offered, the qualification criteria, among others.
• Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
• Assess own performance and seek feedback to improve performance.
• Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
• Verifying mobile and web app claims and contact customers with incomplete documentations.
• Visit and receive claims from Very Important Persons that are unable to come to office
• Receive, review and Initiate member claims into the system within expected turn around time for claims received.
• Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund’s strategic performance metrics.
• Draft exceptional approval letters for member’s whose claims need approval from the Managing Director.
• Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
• Receive and answer customer queries on the different online channels.
• Respond to customer reviews and handle negative reviews.
• Maintain audience experience on online channels.
• Record and capture all customer transactions in the customer relationship management tool.

Education Requirements:

• A bachelor’s degree in Business studies, Social studies, social work and administration or Hospitality or any related field
• A professional certification or training in customer experience is an added advantage

Work Experience and skills:

• Job application tracking
• 2 years of experience in customer service in a busy commercial environment

Key Competences:

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

• Identify and evaluate customer needs especially those who walk into the center.
• Record all customer transactions in customer relationship management (CRM) tool.
• Provide advice to customers on the various benefit types offered, the qualification criteria, among others.
• Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
• Assess own performance and seek feedback to improve performance.
• Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
• Verifying mobile and web app claims and contact customers with incomplete documentations.
• Visit and receive claims from Very Important Persons that are unable to come to office
• Receive, review and Initiate member claims into the system within expected turn around time for claims received.
• Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund’s strategic performance metrics.
• Draft exceptional approval letters for member’s whose claims need approval from the Managing Director.
• Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
• Receive and answer customer queries on the different online channels.
• Respond to customer reviews and handle negative reviews.
• Maintain audience experience on online channels.
• Record and capture all customer transactions in the customer relationship management tool.

• Job application tracking
• Customer service in a busy commercial environment
• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Thinking and Problem Analysis
• Service Delivery(Advanced)
• Analytics Skill(Intermediate)
• Data management (Intermediate)
• Communication(Basic)
• Process Knowledge(Advanced)

• A bachelor’s degree in Business studies, Social studies, social work and administration or Hospitality or any related field
• A professional certification or training in customer experience is an added advantage