About Tugende
Eugene empowers informal sector entrepreneurs to accelerate their economic progress through innovative asset financing solutions, cutting-edge technology, and a client-focused approach. Our foundational asset finance offerings encompass medical and life insurance coverage, professional development programs, protective gear, and digital credit histories, along with accessible financing options tailored for small and medium-sized enterprises (SMEs). By fostering economic growth among our clients and establishing verifiable digital records of accountability, we cultivate a sustainable ecosystem designed to nurture the expansion and prosperity of micro, small, and medium enterprises (MSMEs).
Eugene addresses the credit deficit faced by small businesses in Africa by empowering informal entrepreneurs to acquire income-generating assets, establish a verifiable digital credit history, and unlock future growth prospects through its innovative digital platform. The platform offers a range of benefits, including discounts, smartphones, e-commerce possibilities, and flexible credit lines. To date, Eugene has successfully supported over 70,000 clients and operates with a workforce of hundreds, serving customers across 15 branches in Uganda and an additional 8 in Kenya.
We are currently seeking a motivated professional to join our team in the capacity of [Job Title], where you will be instrumental in driving key initiatives and contributing to our organizational success. In this position, you will be responsible for executing a range of critical tasks, including [list key responsibilities], while ensuring alignment with company objectives and maintaining high standards of performance. The ideal candidate will possess [list key requirements, such as skills, experience, or certifications], enabling them to excel in this dynamic and challenging environment. This role offers the opportunity to collaborate with cross-functional teams, innovate, and make a meaningful impact on our business growth and strategic direction.
We seek a Customer Relations Officer to welcome clients on-site, addressing their needs with empathy and professionalism. Serving as the primary contact, this individual will establish a positive first impression of Eugene while maintaining an exceptional customer experience throughout their engagement. The role involves reporting to both the designated Branch Leader and the Customer Relations Coordinator.
The ideal candidate will embody and champion Eugene’s Core Values, including Integrity, Empathy, a Solutions-Oriented mindset, Teamwork, and a Commitment to Continuous Growth.
Key duties include overseeing daily operational activities, managing cross-functional teams to ensure project alignment with organizational goals, and conducting performance evaluations to drive efficiency and productivity. The role demands meticulous attention to detail when analyzing data to identify trends and implementing strategic initiatives to enhance workflow. Additionally, collaboration with senior leadership is essential to address challenges, optimize resource allocation, and foster a culture of continuous improvement.
Responsible for greeting visitors and managing front desk operations, the Front Desk & Administration role oversees administrative tasks, including answering phones, handling correspondence, and maintaining office organization. This position requires strong interpersonal skills, proficiency in office software, and meticulous attention to detail. Key responsibilities encompass scheduling appointments, processing incoming and outgoing mail, and ensuring a professional front-office environment. The ideal candidate will possess excellent communication abilities, the capacity to multitask efficiently, and a commitment to providing exceptional customer service.
Professionals attend to walk-in clients at the branch, providing detailed explanations of our product offerings and addressing all inquiries. This includes clarifying payment options, account balances, insurance details, client statements, and logbook procedures.
Logging client requests into the system via the Staff App, as well as recording issues, complaints, PSV details, and client statements.
Responsible for securing the necessary funds to support branch operational activities and obtaining approval from the designated authority.
Create comprehensive tracking systems for meticulous record-keeping, ensuring precise documentation of float allocation details.
Individuals responsible for handling monetary allocations must provide their personal signatures prior to receiving funds, or alternatively, submit a receipt confirmation via email.
Funds are allocated for the designated purpose for which the float is disbursed, ensuring transparent and purposeful utilization of financial resources.
Weekly verification of all funds disbursed is mandatory prior to submitting any additional requests.
We provide comprehensive training programs designed to equip new hires with the essential skills and knowledge required for their roles. These sessions cover company policies, operational procedures, and specialized tools to ensure employees can perform their duties efficiently. Participants will engage in both theoretical instruction and hands-on exercises, fostering a deeper understanding of their responsibilities. Upon completion, employees will demonstrate proficiency in key areas through assessments, enabling them to integrate seamlessly into their teams. Our training approach prioritizes continuous learning and professional development to support long-term success in their positions.
Conduct training sessions for clients to ensure they understand the essential guidelines and protocols of Eugene, with particular focus on payment plans and processes, while strictly enforcing the no-cash policy.
Register new clients by inputting their details into the system via the staff application or directly into the CRM, while simultaneously ensuring all KYC documentation is updated and properly filed.
Facilitate the FAQ session following client completion of the training videos at the branch.
We provide comprehensive training to clients covering essential topics such as finance fundamentals, security protocols, terms and conditions, and insurance requirements.
Provide comprehensive training to clients and guarantors on the Terms and Reference governing the Asset Acquisition process.
Training sessions will be conducted to ensure Guarantors fully understand their obligations and Eugene’s standards regarding their role in supporting Clients.
Training will be provided on critical credit-related procedures during client acquisition, including the advantages of prepayments, consequences of non-payment such as applicable penalties, acceptable payment channels available to clients, and the organization’s tolerance for non-cash transactions.
To ensure timely payments and prevent defaults, it is essential to emphasize payment obligations and their respective due dates.
Educate clients on the intricacies of insurance policies and their operational frameworks to ensure comprehensive understanding and informed decision-making.
Provide clients with detailed guidance regarding the available reporting channels in the event their assets are stolen.
Upon completion of the training by clients and guarantors, conduct the necessary system updates.
Provide clients with expert guidance on asset service schedules and health and safety protocols to ensure compliance and operational efficiency.
Ensure the accurate capturing and updating of all clients’ KRA PIN and National ID details within the system.
Continuously evaluating and enhancing the training content to ensure its ongoing effectiveness and relevance is a key responsibility of this role.
Provide exceptional support to clients by addressing inquiries, resolving issues, and ensuring a positive experience through efficient communication and problem-solving. Handle incoming calls, emails, and chats professionally, demonstrating patience, empathy, and strong interpersonal skills. Maintain accurate records of interactions and follow up as needed to ensure customer satisfaction. Stay informed about products, services, and policies to deliver informed assistance. Collaborate with cross-functional teams to address complex concerns and contribute to continuous improvement in service quality.
Follow up with clients to confirm qualification requirements, ensure asset readiness for disbursement, adhere to logbook protocols, and facilitate issuance.
Provide prompt resolutions to client issues upon receipt while escalating them to the appropriate departments for swift handling.
Dedicated to expanding market presence and enhancing organizational performance, this role focuses on driving sustainable growth through strategic initiatives and innovative solutions. Key responsibilities include identifying new opportunities, cultivating client relationships, and optimizing revenue streams. The ideal candidate will possess proven experience in business expansion, a strong analytical mindset, and the ability to execute data-driven strategies. Additionally, excellent communication and leadership skills are essential to collaborate effectively with cross-functional teams and stakeholders.
Contribute to the expansion of the branch’s business operations by consistently achieving the predetermined monthly disbursement targets.
Support the branch in driving lead generation conversion by executing assigned tasks promptly and efficiently under the supervision of the branch leader.
Engage actively in sales and marketing initiatives while fulfilling any team assignments delegated by the branch leader to support overall branch objectives.
Perform additional duties as assigned by the CRO coordinator to contribute to business expansion and enhance customer service.
We provide comprehensive after-sales support to ensure customer satisfaction and resolve any issues promptly. Our team assists with product inquiries, troubleshooting, warranty claims, and returns or exchanges. Strong communication skills and a customer-focused mindset are essential, along with the ability to document interactions thoroughly. Familiarity with CRM systems and prior experience in a similar role are required, while proficiency in additional languages is a plus. The position involves collaborating with cross-functional teams to address technical or logistical challenges efficiently.
Ensure seamless logbook transfer processes for clients upon completion of their payments.
Prepare and distribute pertinent documentation as required. Elevate any concerns encountered and pursue them diligently until a resolution is achieved.
Conduct random outreach to buyers to validate payment statuses and ensure contract authenticity.
Responsible for the production and distribution of third-party and PSV stickers to clients.
Organize social gatherings, such as completion events and similar activities.
To ensure timely reimbursement, consistently follow up with insurance providers regarding all claims until full settlement is achieved.
Upon client request, provide detailed payment balance reports accurately and promptly.
Responsible for the systematic organization, duplication, and archiving of essential office documents, including but not limited to agreements, licenses, tenancy contracts, and client-related paperwork.
Engage proactively with clients to gain insight into their experiences with their Account Manager and resolve any issues they may encounter.
Facilitate the secondary sales process to ensure smooth and efficient transactions.
Proactively promote and offer the Family Care insurance product to Eugene’s existing client base, ensuring they understand its benefits and value.
Seeking a candidate with a proven track record in professional experience and the necessary qualifications to excel in this role. The ideal applicant will possess relevant work experience, demonstrating a deep understanding of industry standards and best practices. Essential requirements include specific educational credentials, certifications, or technical proficiencies pertinent to the position. Responsibilities will encompass executing key duties with precision, adhering to established protocols, and contributing to organizational objectives through dedicated performance.
A minimum of one year of professional customer care experience within a reputable organization or institution is required.
A recognized and accredited educational institution must have issued the diploma.
Demonstrated expertise in utilizing Microsoft Office and G Suite applications with a high degree of efficiency and accuracy is required.
Proficiency in operating Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems is required.
We are seeking a candidate with a strong foundation in technical capabilities and well-developed behavioral competencies to join our team. The ideal applicant will possess a comprehensive understanding of industry-specific tools, methodologies, and best practices, coupled with the ability to effectively collaborate, communicate, and adapt in dynamic environments. Proficiency in key software, systems, and analytical techniques is essential, alongside critical thinking, problem-solving acumen, and a commitment to continuous learning and professional growth. Additionally, the role demands exceptional organizational skills, attention to detail, and a proactive approach to delivering high-quality results in alignment with organizational objectives.
Effective oral and written communication skills are essential.
Must possess strong interpersonal skills to effectively collaborate, communicate, and build relationships with colleagues, clients, and stakeholders across diverse teams and departments.
Individuals must possess robust analytical capabilities and demonstrate meticulous attention to detail.
Capable of performing effectively under pressure while maintaining autonomy in decision-making processes.
Proven capability to accommodate varied shift schedules and adjust seamlessly to evolving work timetables.
Qualified applicants who satisfy all the outlined prerequisites are encouraged to proceed by clicking on the link provided to submit their application.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
