Job Grade: C3
Reports To: Area Manager
Department: Commercial
Duty Station: Upcountry Branches

Job Purpose

Provide customer experience by answering queries and offering support to customers through online chats, email, phone calls, and face-to-face interactions.

Key Responsibilities

• Identify and assess customer needs, especially walk-in clients.
• Record all customer transactions in the CRM system.
• Advise customers on benefit types, eligibility criteria, and related services.
• Collaborate with internal and external stakeholders to achieve departmental objectives.
• Assess personal performance and seek feedback for continuous improvement.
• Provide counselling to customers, especially non-qualifying or financially distressed clients.
• Verify mobile and web claims and follow up on incomplete documentation.
• Receive claims from VIP customers unable to visit the office.
• Review, receive, and initiate member claims in the system within set turnaround times.
• Follow up on claims to ensure timely payment within SLA requirements.
• Draft exceptional approval letters for cases requiring Managing Director approval.
• Escalate delayed benefit payments and unresolved issues to the benefits team.
• Respond to customer queries across online platforms.
• Manage and respond to customer reviews, including negative feedback.
• Maintain positive customer experience across digital channels.
• Ensure accurate data entry and CRM record maintenance.

Qualifications

• Bachelor’s degree in Business Studies, Social Studies, Social Work & Administration, Hospitality, or related field.
• Professional certification/training in Customer Experience is an added advantage.

Experience

• Minimum 2 years’ experience in customer service within a busy commercial environment.

Key Competencies

• Commitment & Integrity
• Proactivity & Innovation
• Results Orientation
• Relationship Building
• Communication & Influencing
• Resilience & Resourcefulness
• Analytical & Problem-Solving Skills
• Service Delivery (Advanced)
• Data Management (Intermediate)
• Process Knowledge (Advanced)

Application

Apply via: https://nssfuganda.jotform.com/261601226321544

Closing Date: 24 June 2026

Women are encouraged to apply. Canvassing or incomplete applications will lead to disqualification.