NSSF CUSTOMER SERVICE OFFICER LEVEL 2 Aptitude Test - Jobs in Uganda: JobAdverts.UG
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NSSF CUSTOMER SERVICE OFFICER LEVEL 2 Aptitude Test

NSSF CUSTOMER SERVICE OFFICER LEVEL 2 ASSESSMENT   

Date: 5th September 2025
Time: 9:00 am
Duration: 20 Minutes

5. A client is upset because their issue hasn’t been resolved after three calls. Which action is most effective? (2 Points) 

  1. A) Apologize, promise to escalate, and follow through immediately.
  2. B) Explain why the issue is delayed and ask them to be patient.
  3. C) Offer a generic apology and end the call quickly.
  4. D) Tell the client to send an email instead.
  5. E) Place the blame on another department.

If is an integer, which of the following must be true for 2− ? (2 Points)

  1. A) Always even
  2. B) Always odd
  3. C) Always divisible by 3
  4. D) Always prime
  5. E) Always negative

First Contact Resolution is:  (2 Points)         

  1. Escalating a customer’s feedback the first time they call.
  2. The ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.
  3. Tracking the number of customer problems, questions or needs which only occur once.
  4. None of the above.

Which of the following best weakens the argument? 
“If a country has a high literacy rate, its citizens will be well-informed.” (2 Points) 

  1. A) The country spends heavily on public libraries.
  2. B) Citizens lack access to unbiased
  3. C) The literacy rate is above 95%.
  4. D) Citizens prefer fiction over news.
  5. E) The country has high university enrolment.

Are expatriates or non Ugandans eligible for making NSSF Contributions? (2 Points) 

  1. Yes 
  2. No 

A company increased advertising, but sales didn’t rise. What explains this? (2 Points) 

  1. A) Ads were poorly targeted
  2. B) Product quality declined
  3. C) Competitors lowered prices
  4. D) All of the above

Case analysis: A customer calls our toll free line outraged over unexpected mobile money charges, threatening to change social security providers. The agent explains that this billing is written in the contract but sympathizes with the customer. Upon reviewing the customer’s profile information, the agent carefully interviews the customer about his mobile phone needs and sensitizes him on self-help options that can help himself serve without unexpected charges. 
Which of the following does this scenario BEST exemplify? (2 Points) 

  1. A) Customer authority
  2. B) Customer dialogue
  3. C) Customer exposure
  4. D) Customer directed organization.

It is often the customer experience generated by which of the following that makes the customer feel that they come first? (2 Points) 

  1. Employees
  2. Brand
  3. Environment
  4. Marketing

A rectangular garden has a length twice its width. If the perimeter is 60 meters, what is the area? (2 Points) 

  1. A) 200
  2. B) 300
  3. C) 400
  4. D) 500

A customer service team resolves 75% of complaints within 24 hours. If they receive 400 complaints this week, how many were not resolved within 24 hours? (2 Points) 

  1. A) 80
  2. B) 90
  3. C) 95
  4. D) 100
  5. E) 110

The CEO argues that because profits have risen for three straight years, the company will continue to grow indefinitely. This reasoning is flawed because: (2 Points) 

  1. A) The argument ignores other
  2. B) Growth can slow due to market saturation.
  3. C) The company’s competitors are strong.
  4. D) Rising profits indicate strong management.
  5. E) Past performance does not guarantee future results.

Machine A completes a job in 6 hours, Machine B in 8 hours. If they start together but Machine B stops after 2 hours, how long will it take Machine A alone to finish? (2 Points) 

  1. A) 3 hrs
  2. B) 3.5 hrs
  3. C) 4 hrs
  4. D) 2.5 hrs
  5. E) 5 hrs

Is n divisible by 6?
(1) n is divisible by 2 and 3 (2) n is divisible by 12 (2 Points) 

  1. A) Statement (1) alone is sufficient
  2. B) Statement (2) alone is sufficient
  3. C) Both statements together are sufficient
  4. D) Each statement alone is sufficient

1,000 calls; 700 <5 mins, 300 >5 mins. SLA target = 75%. Met? (2 Points) 

  1. A) Yes
  2. B) No
  3. C) Exactly met
  4. D) Cannot tell

The cost of applying and issuing of a clearance certificate is? (2 Points) 

  1. First application is free, the second application is charged
  2. 100,000/=
  3. Free of charge
  4. 5,000/=

A study finds that students who study in groups perform better on exams. Which of the following, if true, most strengthens the study’s conclusion? (2 Points) 

  1. A) Group study sessions are longer than solo sessions.
  2. B) Students in the study groups had similar academic backgrounds.
  3. C) Group study is more enjoyable for most students.
  4. D) The exams were multiple choice.

A train travels 60 km/h for 2 hours and then 90 km/h for 1 hour. What is the average speed? (2 Points) 

  1. A) 70 km/h
  2. B) 75 km/h
  3. C) 80 km/h
  4. D) 85 km/h

Which are the e-channel services at the Fund? (2 Points) 

  1. SMS
  2. USSD
  3. Email
  4. Facebook
  5. Instagram
  6. Snapchat
  7. A, B, C & D

Identify the error in reasoning: 
“Every time I bring an umbrella, it rains. So bringing umbrellas causes rain.” (2 Points) 

  1. A) Confusing cause and effect
  2. B) Generalization from a sample
  3. C) Appeal to authority
  4. D) Strawman argument
  5. E) Post hoc fallacy

The City Council plans to reduce traffic congestion by increasing parking fees downtown. They argue that this will discourage people from driving into the city.Which of the following, if true, most undermines the council’s plan?  (2 Points) 

  1. A) Public transportation in the city is unreliable
  2. B) Many people prefer to walk or bike downtown.
  3. C) The city has recently added more parking spaces.
  4. D) Traffic congestion is worse during weekends.

How many 4-digit numbers can be formed using the digits 1–9 with no repetition? 

(2 Points) 

  1. A) 3024
  2. B) 5040
  3. C) 4536
  4. D) 4096

A bag contains 5 red, 3 blue, and 2 green balls. If 2 balls are drawn at random without replacement, what’s the probability both are red? (2 Points) 

  1. A) 1/9
  2. B) 2/9
  3. C) 5/18
  4. D) 2/5
  5. E) 1/3

An agent takes 6 minutes per ticket. In an 8-hour shift (minus 1-hour breaks), how many tickets can they handle? (2 Points) 

  1. A) 60
  2. B) 70
  3. C) 80
  4. D) 90

A company claims its new software reduces processing time by 50%. However, employees report that they are not completing tasks faster. Which, if true, best explains this discrepancy? (2 Points) 

  1. A) The software was installed only on a few computers.
  2. B) Employees are performing additional steps not required previously.
  3. C) The company measured software speed under test conditions.
  4. D) Employees were not trained to use the software efficiently.
  5. E) The company’s IT department handles installation.

Select the best version: “Unlike most birds, the wings of bats are made of skin stretched over elongated fingers.” (2 Points) 

  1. A) Unlike most birds, the wings of bats are made of skin stretched over elongated fingers.
  2. B) Unlike most birds, bats’ wings are made of skin stretched over elongated fingers.
  3. C) Unlike most birds, bats have wings made of skin stretched over elongated fingers.
  4. D) Unlike most birds, the wings of bats, which are made of skin stretched over elongated fingers.
  5. E) Unlike most birds, bats’ wings, which are made of skin stretched over elongated fingers.

Company X saw profits rise 20% after introducing a four-day workweek. Therefore, other companies should do the same to increase profits. The argument assumes: (2 Points) 

  1. A) Company X’s customers prefer businesses with a four-day work week.
  2. B) No other changes besides the four-day workweek caused the profit increase.
  3. C) Employees worked longer hours on the four days.
  4. D) Competitors also adopted a four-day workweek.
  5. E) The company reduced operational costs.

A company reduces call hours to save costs. Satisfaction scores don’t drop. Why? 

(2 Points) 

  1. A) Customers hate waiting.

B). Customers prefer calls. 

  1. C) Most customers use self-service
  2. D) Calls are expensive

The following are key customer service Channels for NSSF Except; (2 Points) 

  1. www.nssfug.org, 0800286773 and customerservice@nssfug.org
  2. *154#, *185#, and 6773
  3. *254#, Go Mobile App and *185#
  4. None of the above

Bar chart shows agent productivity rising but CSAT falling. Likely cause? (2 Points) 

  1. A) Speed over quality
  2. B) Both rising
  3. C) Quality improving
  4. D) SLA exceeded

The churn rate dropped from 15% to 12%. If there are 10,000 customers, how many fewer churned? (2 Points) 

  1. A) 300
  2. B) 250
  3. C) 350
  4. D) 400

A company claims its new hiring process improves employee retention. Which of the following would be most useful to evaluate the claim? (2 Points) 

  1. A) The cost of the new hiring process
  2. B) The average tenure of employees hired under the new process
  3. C) The number of applicants per job
  4. D) The industry average for employee turnover
  5. E) All the above

All the following comments lack empathy EXCEPT: (2 Points) 

  1. Should you have any questions, feel free to contact me.
  2. Please allow 2 to 4 days for our response.

C Your issue is currently being reviewed. 

  1. What can I do to make your experience with us better?
  2. All of the above

What Benefits come along with the NSSF Smart Card? (2 Points) 

  1. NSSF Wallet, Bank Account, Loyalty Benefits
  2. NSSF Account, Loyalty Benefits, NSSF Card
  3. NSSF Account, NSSF deposit, NSSF Withdrawal
  4. Loyalty Benefits, NSSF Withdrawals, Statement viewing

In an arithmetic sequence, the 5th term is 20 and the 10th term is 40. What is the 15th term? (2 Points) 

  1. A) 60
  2. B) 70
  3. C) 80
  4. D) 90

A circle has a diameter of 10. What is the area of the largest square that can fit inside it? (2 Points) 

  1. A) 50
  2. B) 25
  3. C) 100
  4. D) 50

Monthly call volume trend: Jan 1,000 → Feb 1,200 → Mar 1,500. Growth pattern? (2 Points) 

  1. A) Linear growth
  2. B) Declining growth
  3. C) Increasing growth
  4. D) Stable

A right triangle has a hypotenuse of 10 and one side of 6. What is its area? (2 Points) 

  1. A) 12
  2. B) 15
  3. C) 18
  4. D) 24
  5. E) 30

“Customers value timely updates about delays more than refunds.” What’s the main takeaway? (2 Points) 

  1. A) Refunds are necessary.
  2. B) Communication reduces frustration.
  3. C) Speed is everything.
  4. D) Complaints are rising.

A company’s profits increased after it reduced its workforce. The CEO claims this proves that layoffs improve profitability. Which of the following is an assumption required by the CEO’s argument? (2 Points) 

  1. A) The remaining employees were more productive.
  2. B) The company also increased prices.
  3. C) The layoffs were well-received by customers.
  4. D) The company had been overstaffed.
  5. E) None of the above

The dashboard shows declining complaints but flat NPS. What is the likely reason? (2 Points) 

  1. A) Complaints drive NPS directly.
  2. B) Lower complaints = higher
  3. C) Customers unhappy despite fewer complaints
  4. D) No trend.

A pharmaceutical company claims its new drug reduces symptoms faster than any competitor. However, the clinical trial was funded entirely by the company. Which of the following, if true, most seriously undermines the company’s claim? 

(2 Points) 

  1. A) The drug is more expensive than
  2. B) The trial did not include a placebo group.
  3. C) The drug has minor side effects.
  4. D) The company has a strong marketing team

Option 2 

The relationship between brand, customer experience, and marketing is a hierarchy that …? (2 Points) 

  1. Starts with a brand strategy tied to corporate business goals.
  2. Flows from brand strategy to customer experience.
  3. Puts customer experience ahead of customer-facing operations, including marketing.
  4. All the above

A committee of 4 is chosen from 7 people. How many ways if 2 specific people cannot be on the same committee? (2 Points) 

  1. A) 25
  2. B) 30
  3. C) 35
  4. D) 40
  5. E) 50

A tank is filled by two pipes. Pipe A fills the tank in 4 hours, and Pipe B in 6 hours. If both are opened together, how long will it take to fill the tank? (2 Points) 

  1. 1 hour
  2. 3 hours
  3. 2. 4 hours
  4. 10 hours

Choose the sentence that is grammatically correct: (2 Points) 

  1. A) Neither of the solutions are acceptable to the client.
  2. B) The number of applicants have increased dramatically.
  3. C) The committee, along with its advisers, is meeting tomorrow.
  4. D) Each of the players are wearing their uniforms.
  5. E) The data shows that profits have declined.

A Company claims its new product is healthier because it contains less sugar. What weakens this claim? (2 Points) 

  1. A) The product is cheaper
  2. B) The product is more popular
  3. C) The product contains more fat
  4. D) The product is organic

A sum of money triples itself in 8 years at compound interest. In how many years will it become nine times itself? (2 Points) 

  1. A) 16
  2. B) 18
  3. C) 20
  4. D) 24
  5. E) 27

Sentence Correction – Neither the manager nor the employees was happy with the decision. (2 Points) 

  1. A) Neither the manager nor the employees was happy
  2. B) Neither the manager nor the employees were happy
  3. C) Neither the manager nor the employee were happy
  4. D) Neither the manager nor the employees is happy

A jar contains 5 red, 6 blue, and 7 green balls. Two balls are chosen at random without replacement. What is the probability both are the same color? (2 Points) 

  1. A) 4/51
  2. B) 5/34
  3. C) 46/153
  4. D) 1/4
  5. E) 1/3

People who drink coffee tend to be more productive. Therefore, drinking coffee causes productivity.What is the flaw in the reasoning? (2 Points) 

  1. A) It assumes correlation implies causation.
  2. B) It ignores other beverages.
  3. C) It overlooks caffeine tolerance.
  4. D) It assumes productivity is measurable.

IF YOU NEED HELP PREPARING FOR ANY APTITUDE TEST/ONLINE ASSESSMENT OR INTERVIEW, THE CV EXPERT IS AVAILABLE TO HELP YOU. WHATSAPP 0790381961 

The cv expert holds a B. Stat & Econ, MA Econ, PGD in HRM.