National Social Security Fund | Customer Service Officer (9 Positions)

Customer Service Officer (9 Positions)

Commercial

JOB TITLE: Customer Service Officer (9 Positions)

JOB GRADE: C3

REPORTS TO: Area Manager

DEPARTMENT: Commercial

DUTY STATION: Upcountry Branches

Job Purpose:

Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions.

Roles and Responsibilities include:

  • Identify and evaluate customer needs especially those who walk into the center.
  • Record all customer transactions in customer relationship management (CRM) tool.
  • Provide advice to customers on the various benefit types offered, the qualification criteria, among others.
  • Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
  • Assess own performance and seek feedback to improve performance.
  • Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
  • Verifying mobile and web app claims and contact customers with incomplete documentations.
  • Visit and receive claims from Very Important Persons that are unable to come to office
  • Receive, review and Initiate member claims into the system within expected turn around time for claims received.
  • Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund's strategic performance metrics.
  • Draft exceptional approval letters for member's whose claims need approval from the Managing Director.
  • Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
  • Receive and answer customer queries on the different online channels.
  • Respond to customer reviews and handle negative reviews.
  • Maintain audience experience on online channels.
  • Record and capture all customer transactions in the customer relationship management tool.

Education Requirements:

  • A bachelor's degree in Business studies, Social studies, social work and administration or Hospitality or any related field
  • A professional certification or training in customer experience is an added advantage

Work Experience and skills:

  • 2 years of experience in customer service in a busy commercial environment

Key Competences:

  • Commitment & Integrity
  • Proactivity & Innovation
  • Getting Work Done
  • Relationship Building
  • Communicating and Influencing
  • Resilience & Resourcefulness
  • Thinking and Problem Analysis
  • Service Delivery(Advanced)
  • Analytics Skill(Intermediate)
  • Data management (Intermediate)
  • Communication(Basic)
  • Process Knowledge(Advanced)

Interested individuals should click https://nssfuganda.jotform.com/261601226321544 to fill out the application form: 

Closing date: Wednesday June 24th 2026

Women are encouraged to apply. Please note that canvassing or lobbying will lead to automatic disqualification of the candidate, and that providing minimal information or not attaching the required documentation may lead to the disposition of your candidature due to insufficient information provided.