Job Title: 4 Contact Centre Officers

Organization:   Post bank

Location: Uganda  


Roles and responsibilities

  • Treat customers with utmost courtesy when receiving inbound telephone calls, emails, or social media messages directed to the Bank’s customer contact centre.
  • Respond to customer queries and inquiries using accurate and comprehensive knowledge of the Bank’s products, processes, and general information.
  • Resolve customer complaints whenever possible or promptly escalate them to the relevant department.
  • Keep yourself informed about the Bank’s products, processes, and relevant contacts to ensure that customer issues (inquiries, queries, or complaints) are addressed correctly and as a priority, with e¬orts made to resolve them on the spot or within an hour.
  • Monitor the availability of ADC (alternative digital channels) proactively and collaborate with stakeholders to rectify downtime causes.
  • Escalate issues received and/or identified to the relevant internal stats¬ or units and follow up on outstanding issues promptly.
  • Analyze the content of customer interactions proactively to identify opportunities for service improvement and communicate recommendations to the relevant functions through your line manager.
  • Generate customer interest in alternative services or products o¬ered by the Bank during customer interactions.
  • Prepare timely regular activity and performance reports for your line manager and other relevant parties.
  • Maintain an up-to-date database for customer contacts in conjunction with relevant parties within the Bank.
  • Support all marketing-related programs.


Minimum Qualifications:

  • A bachelor’s degree in Business management or related h¬eld
  • 1-2 years’ cognate experience in contact centre management.
  • Strong command of English and pro¬ciency in at least two local languages.
  • Strong customer-centric mindset.
  • Excellent telephone and email etiquette.
  • Effective communication skills (both written and verbal).
  • Up-to-date knowledge of the bank’s products, services
  • Strong decision-making skills, including active listening, appropriate
  • questioning, applying appropriate interventions, and o ering timely updates and conclusive feedback.
  • Proactive problem-solving skills, including analysing information received/collected by the team over time to identify and address root causes.


How to apply

Online applications addressed to Chief Human Resources Officer, PostBankUganda. Send the application to  with the job title as the subject.  

Application deadline: 3rd May 2023

Only shortlisted candidates will be contacted for interviews.

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