33 Officer Contact Centre Job Posts at URA
Location: Jobs in Uganda 2021
Work Hours: Full-time, 08 hours per day
Salary:
UGX
No. of vacancies: 33
Deadline: 15 May 2021
Hiring Organization: Uganda Revenue Authority (URA)
Job Details:
- Respond to client’s requests with in the defined Service Level Agreements.
a) Provide first level clients’ service support issue/request within agreed SLA
b) Route and Escalate any issues/requests that cannot be resolved at first level to the appropriate business units ( second level)
c) Receive, classify and provide level 1 support all clients service support issues/request from multi channels ( phones, mail, social media)
d) Update the client on issue/request status within agreed SLA.
e) Follow up client’s requests where necessary to ensure timely resolutions.
f) Document all client’s interactions according to standard operating procedures.
g) Research and identify required information to ensure quality is resolving client’s requests.
- Participate in outbound client campaigns aimed at improving client relationships
a) Contact and engage clients as part of outbound client campaigns
b) Document all client’s interactions according to standard operating procedures.
- Analyze and report on service support issues across the different channels
a) Track and document trends in issue/requests resolutions times against the SLA across all channels and alert management team.
b) Track and document trends in issues/requests form the different channels
c) Analyze data collected through feedback management system to identify gaps and advise management
4. Maintain and improve contact Centre service support quality
a) Provide issue/request response in line with the standard operating procedures and service quality guidelines
Qualifications
Essential Requirements
a) An honor's bachelor’s degree in any field
Desirable Requirements
- Training in client service management
- Experience in Client service support
- Multi - lingual
4. Knowledge
a) Must have strong Communication skills- both written and oral.
b) She/he must have Good interpersonal skills with the ability to multi- task with a high level of integrity.
c) Resilience with the ability to manage difficult clients with Patience and Empathy
d) The incumbent must possess good analytical skills with close attention to detail.
e) Should be able to Work well under pressure and be dependable.
f) Time management skills and Willingness to go the extra mile.
g) He/she should be an attentive and active listener.
h) Should have good Customer Care skills.
i) Should be able to work well in teams.
j) Good computer skills i.e. Excellent data entry and typing skills.
k) Candidate should possess positive attitude towards work and have Self-Control.
Organization
: Public and Corporate AffairsPrimary Location
: Uganda-Nakawa HQsJob
: 11118.Officer Contact CentreSchedule
: PermanentShift
: StandardJob Type
: Full-timeJob Level
: Day Job
Application procedure
To apply for this job, CLICK HERE
or visit the URA website: https://ura.go.ug and follow the link “Careers>Experiential hiring” to view the detailed job description, select and apply for the job of your choice.
ONLY online applications will be considered.
Please Note:
1. All applicants will receive a “no reply” mail acknowledging receipt of your application from hr-ura@invalidemail.com and in case of any inquires please send an e-mail to recruitment@ura.go.ug or call 0323443642/0323443645
2. All applicants who had earlier submitted their applications for the advertised jobs do not have to reapply.
3. Candidates who submit false information will automatically be disqualified.
“URA is an equal opportunity employer and does not charge money for recruitment”
Date Posted: 2021-04-26
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