Summary
Date Posted: Monday, April 26, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Job Description
Officer Contact Centre - (210002I)
Description
Job Role/ Purpose:
• Provide first level client service support aimed at improving client experience and engagement with Uganda Revenue Authority. .

Principal Accountabilities
Respond to client’s requests with in the defined Service Level Agreements.
• Provide first level clients’ service support issue/request within agreed SLA
• Route and Escalate any issues/requests that cannot be resolved at first level to the appropriate business units ( second level)
• Receive, classify and provide level 1 support all clients service support issues/request from multi channels ( phones, mail, social media)
• Update the client on issue/request status within agreed SLA.
• Follow up client’s requests where necessary to ensure timely resolutions.
• Document all client’s interactions according to standard operating procedures.
• Research and identify required information to ensure quality is resolving client’s requests.

Participate in outbound client campaigns aimed at improving client relationships
• Contact and engage clients as part of outbound client campaigns
• Document all client’s interactions according to standard operating procedures.

Analyze and report on service support issues across the different channels
• Track and document trends in issue/requests resolutions times against the SLA across all channels and alert management team.
• Track and document trends in issues/requests form the different channels
• Analyze data collected through feedback management system to identify gaps and advise management

Maintain and improve contact Centre service support quality
• Provide issue/request response in line with the standard operating procedures and service quality guidelines

Qualifications
Person Specifications
Essential Requirements
• An honor's bachelor’s degree in any field

Desirable Requirements
• Training in client service management
• Experience in Client service support
• Multi – lingual

Knowledge
• Knowledge of of URA business

Special Skills And Attributes
• Must have strong Communication skills- both written and oral.
• She/he must have Good interpersonal skills with the ability to multi- task with a high level of integrity.
• Resilience with the ability to manage difficult clients with Patience and Empathy
• The incumbent must possess good analytical skills with close attention to detail.
• Should be able to Work well under pressure and be dependable.
• Time management skills and Willingness to go the extra mile.
• He/she should be an attentive and active listener.
• Should have good Customer Care skills.
• Should be able to work well in teams.
• Good computer skills i.e. Excellent data entry and typing skills.
• Candidate should possess positive attitude towards work and have Self-Control.

Organization: Public and Corporate Affairs
Primary Location: Uganda-Nakawa HQs
Job: 11118.Officer Contact Centre
Schedule: Permanent
Shift: Standard
Job Type: Full-time
Job Level: Day Job
Job Posting: Apr 26, 2021, 12:00:00 AM
Unposting Date: May 15, 2021, 11:59:00 PM

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

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