Job Summary

The Client Support Officer for the Payment Portal will support the Client Support Manager in ensuring a seamless and efficient experience for clients of the https://portal.itms.ug/ platform. The role focuses on addressing client inquiries, resolving basic technical issues, and documenting support cases accurately. This position provides essential support in maintaining high client satisfaction levels and ensuring timely responses to all client interactions.

Key Responsibilities

1. Client Support

• Respond to client inquiries via email, chat, and phone, providing timely and accurate information on portal features, functionalities, and common troubleshooting steps.
• Escalate complex issues or high-priority cases to the Client Support Manager as per established escalation protocols.
• Assist in updating the knowledge base by documenting frequently asked questions and common troubleshooting steps for client reference.

2. Issue Resolution and Documentation

• Record all client interactions, inquiries, and resolutions accurately in the support system.
• Follow up on open cases, ensuring timely resolution and maintaining client satisfaction.
• Document recurring issues to support root cause analysis and continuous improvement initiatives.

3. Client Relationship Support

• Maintain a positive, client-focused approach in all interactions to foster trust and satisfaction.
• Conduct regular follow-ups with clients for ongoing issues or inquiries until resolved, providing regular updates as necessary.
• Support high-value client requests under the guidance of the Client Support Manager, ensuring a positive and helpful experience.

4. Collaboration and Reporting

• Provide feedback to the Client Support Manager on recurring issues or potential areas for improvement based on client interactions.
• Assist in compiling weekly reports on basic support metrics, including response times, resolution rates, and client satisfaction scores.
• Collaborate with cross-functional teams, such as the IT and product teams, to stay updated on platform changes and features.

5. Process Improvement

• Suggest improvements to support documentation, scripts, and responses for common inquiries.
• Participate in regular training sessions to enhance product knowledge and improve support response quality.
• Maintain awareness of platform updates, new features, and support protocols to provide accurate information to clients.

Key Performance Indicators

• First Response Time; Respond to 90% of initial client inquiries within 15 minutes.
• Resolution Rate; Resolve 80% of client inquiries on the first contact without escalation.
• Client Satisfaction Score (CSAT); Maintain an average client satisfaction score of 85% or higher on interactions.
• Follow-Up Accuracy; Complete follow-up actions for unresolved inquiries within agreed timelines, achieving a 95% accuracy rate.
• Documentation Accuracy; Ensure 98% accuracy in documentation for all client inquiries and support cases.
• Escalation Adherence; Escalate complex cases within established protocols, achieving a 100% adherence rate.
• Platform Awareness and Update Responsiveness; Achieve 100% compliance in staying informed about platform updates within 24 hours of rollout.
• Client Interaction Quality; Maintain a client interaction quality score of 90% or above in monthly reviews.

Requirements

Education & Qualifications

• Diploma or bachelor’s degree in business administration, IT, Customer Service, Communications, or related field.
• Training or certification in Customer Service, Helpdesk Support, or IT Support will be an added advantage.

Experience

• Minimum of 1–3 years’ experience in a client support, customer service, or helpdesk role, preferably within fintech, banking, or IT services.
• Hands-on experience supporting clients via email, chat, and phone in a fast-paced environment.
• Experience with payment portals, online platforms, or financial service systems is highly desirable.

Technical Skills

• Proficiency in using customer support/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar).
• Basic knowledge of payment systems, online transactions, and troubleshooting common user issues.
• Strong working knowledge of MS Office Suite (Excel, Word, Outlook, PowerPoint).
• Ability to accurately document client cases, resolutions, and recurring issues.

Customer Service & Communication Skills

• Excellent written and verbal communication skills, with the ability to explain technical information in a clear and client-friendly manner.
• Strong listening, empathy, and conflict-resolution skills, ensuring positive client interactions.
• Ability to maintain professionalism and patience while managing multiple inquiries under pressure.