Job Title: Customer Service Officer (9 Positions)
Job Grade: C3
Department: Commercial
Reports To: Area Manager
Duty Station: Upcountry Branches, Uganda
Application Deadline: Wednesday, 24th June 2026
Job Purpose
The Customer Service Officer will provide exceptional customer experience by responding to customer inquiries and offering support through face-to-face interactions, phone calls, email, online chats, and other digital channels.
Key Responsibilities
- Identify and assess customer needs, particularly for walk-in clients.
- Record all customer interactions and transactions in the Customer Relationship Management (CRM) system.
- Guide customers on available benefits, eligibility requirements, and procedures.
- Collaborate with internal and external stakeholders to achieve departmental objectives.
- Continuously improve performance through feedback and self-assessment.
- Provide counseling and support to customers facing challenges related to benefit claims.
- Verify mobile and web-based claims and follow up on incomplete documentation.
- Visit and assist VIP customers who are unable to visit branch offices.
- Receive, review, and initiate customer claims within established turnaround times.
- Follow up on submitted claims to ensure timely payment.
- Draft exceptional approval letters for claims requiring management approval.
- Handle customer inquiries regarding delayed payments and unresolved issues.
- Respond to customer feedback and reviews across digital platforms.
- Maintain a positive customer experience on online channels.
- Ensure all customer engagements are accurately recorded in the CRM system.
Educational Requirements
- Bachelor’s degree in:
- Business Studies
- Social Studies
- Social Work and Administration
- Hospitality
- Or any related field
Added Advantage:
- Professional certification or training in Customer Experience.
Experience & Skills
- Minimum of 2 years’ experience in customer service within a busy commercial environment.
Key Competencies
- Commitment and Integrity
- Proactivity and Innovation
- Results Orientation
- Relationship Building
- Communication and Influencing Skills
- Resilience and Resourcefulness
- Analytical and Problem-Solving Skills
- Advanced Service Delivery Skills
- Intermediate Data Management and Analytics Skills
- Advanced Process Knowledge
How to Apply
Interested candidates should complete the online application form through the official application portal.
Important Notes
- Women are strongly encouraged to apply.
- Canvassing or lobbying will result in automatic disqualification.
- Incomplete applications or failure to attach required documents may lead to disqualification.
- Only qualified applicants who meet the stated requirements should apply.
Deadline for Applications: 24th June 2026.
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