Jobs in Uganda - 33 Officer Contact Centre jobs at Uganda Revenue Authority (URA)

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:

JOB ROLE/ PURPOSE:
Provide first level client service support aimed at improving client experience and engagement with Uganda Revenue Authority.


PRINCIPAL ACCOUNTABILITIES
  1. 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.

  1. 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.

  1. 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

 
PERSON SPECIFICATIONS

Essential Requirements

   a)           An honor's bachelor’s degree in any field

Desirable Requirements                           

  1. Training in client service management
  2. Experience in Client service support
  3. Multi - lingual

4. Knowledge

Knowledge of of URA business
 
SPECIAL SKILLS AND ATTRIBUTES

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 Affairs

Primary Location

: Uganda-Nakawa HQs

Job

: 11118.Officer Contact Centre

Schedule

: Permanent

Shift

: Standard

Job Type

: Full-time

Job 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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