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Deed Micro-Finance Limited
Front Desk Officer
Kampala
• Uganda
Closed for applications
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Jobs in KampalaProfession (Banking, microfinance, insurance)
Industry (Customer support, client care)
Seniority (Customer support, client care, Banking, microfinance, insurance)
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DFCU Bank
Banking + 2 more
Description
Requirements
- Bachelor’s Degree.
- Knowledge of complaint tracking applications.
- Knowledge and experience of customer service practices.
- Three (3) years’ experience in a service environment.
- Ability to work with multiple teams with diverse skills.
- Strong communication.
- Analytical skills.
- Problem solving skills.
- Customer service oriented.
Responsibilities
- Provides the single point of contact for handling requests, queries, through taking calls, and assigning requests logged in the complaint/queries management system.
- Log and track the resolution of operations related queries in accordance with the SLAs.
- Check to confirm that causes of service problems addressed to the operations team have been identified and corrective action taken to prevent or detect recurrence.
- Identify and escalate situations requiring urgent attention.
- Escalate complaints/queries or incidents that are not resolved within the agreed SLAs.
- Provide responses to business units on the status of complaints.
- Run reports and analyze helpdesk data as requested.
- Following up with business units to confirm full resolution of issues.
- Monitor incidents to detect any that may re-occur.
- Conduct service awareness trainings for all units.
- Track complaints to confirm that the department complies with consumer protection guidelines.
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