MISSIONS/JOB DIMENSIONS
The East African Crude Oil Pipeline (EACOP) Project involves the construction and operation of a buried, cross-border pipeline to transport crude oil from the Lake Albert area in Uganda to the eastern coast of Tanzania for export to international markets.
The pipeline will run from Kabaale in Hoima District, Uganda, to Chongoleani, Tanga Region, in Tanzania. The length of the pipeline is 1,443 kilometres (km) of which 296km will be in Uganda. In Uganda the pipeline will traverse ten (10) Districts,comprising Hoima, Kikuube, Kakumiro, Kyankwanzi, Mubende, Gomba, Sembabule,Lwengo, Rakai and Kyotera.
The Enquiry Officer will receive walk in clients, answer calls, collect and analyze feedback from clients, receive incoming documents and respond to stakeholders/partners emails on Info mail to enhance stakeholder satisfaction.
The Jobholder reports to the Communications Lead and works closely with all otherdepartments.

ACTIVITIES
• Support Internal and external stakeholders in accessing EACOP services
• Receive and acknowledge incoming documents, and route to the respective offices
Receive walk-in clients, register and issue them with visitor’s passes
• Answering calls to learn about and address caller’s needs, complaints, or otherissues.
• Collect and analyze feedback from clients and prepare reports that advisemanagement on improving service delivery
• Respond stakeholders/ partners emails on Info mail to enhance customersatisfaction
Receive, Register, and handle requests for external calls to be made and makefollow up calls on request
• Attending to and Channelling Emails to the respective departments.
• Responding efficiently and accurately to callers and ensuring that clients feelsupported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Taking part in training and other learning opportunities to expand knowledge ofcompany and position.
• Adhering to all company policies and procedures.
• Striving to achieve first call resolution and maintain the quality of service providedby the call centre.
• Using listening skills to understand the needs and complaints of the customerbefore offering them feedback.
Responding efficiently to customers and creating a positive experience.
• Remaining calm and professional while dealing with angry customers andproviding them with the best solutions to resolve their issues.
• Understanding and using the required software, reports, tools, and metrics.
• Transferring and escalating the calls to the appropriate department if needed, suchas sales.
• Participating in training and striving to increase and improve existing skills.
• Adhering to all company policies and procedures.
• Evaluation and Monitoring of incoming calls and emails

CONTEXT AND ENVIRONMENT
The main objective during the current stage is to ensure that all the conditions are inplace for a smooth and efficient restart of the project in line with the established projectstandards whilst protecting the project’s technical achievements from the past 3 years.

ACCOUNTABILITIES
• Contribute to essentially have a smooth and effective running of the EACOP Projectin all matters highlighted in the present Service Description.

QUALIFICATIONS AND REQUIRED EXPERIENCE
• Bachelor’s Degree in any field
• Excellent customer relations management skills, active listening, and verbal andwritten communication skills, professional phone voice.
• Understanding of company products, services, and policies.
Proficient computer skills and excellent typing skills – basic computer knowledgein Microsoft office packages such as MS Word and MS Excel
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Fluency in English (Spoken and Written)
• Exceptional telephone etiquette
• Verbal, and written communication skills.
• Ability to resolve conflict and diffuse tension.
• Understanding of target audience and Company stakeholders.
• Ability to control and thrive in stressful working environments.