About Tugende
Eugene empowers informal sector entrepreneurs to elevate their economic prospects through asset finance, innovative technology, and a client-focused approach. The company’s core asset finance solutions encompass medical and life insurance, vocational training, protective gear, and digital credit profiles, alongside accessible financing options tailored for small and medium-sized enterprises. By fostering economic growth among clients and establishing verifiable digital histories of accountability, Eugene cultivates a sustainable ecosystem where micro, small, and medium enterprises can flourish and prosper.
Eugene is addressing the credit gap affecting small businesses in Africa by empowering informal entrepreneurs to acquire income-generating assets, establish a credible 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 opportunities, and flexible, on-demand credit solutions. With a portfolio of over 70,000 clients and a dedicated workforce of hundreds of employees, Eugene operates across 15 branches in Uganda and 8 in Kenya, delivering comprehensive support to its clientele.
This position offers an exciting opportunity to contribute to a dynamic team within a forward-thinking organization. The role requires a candidate with a proven track record in [specific field or industry], complemented by strong analytical and problem-solving abilities. Key responsibilities include [list responsibilities], with a focus on delivering measurable outcomes and fostering collaborative relationships. Ideal candidates will possess [required skills/qualifications], along with excellent communication and organizational skills. The successful applicant will play a pivotal role in driving innovation and achieving strategic objectives while maintaining a commitment to excellence and continuous improvement.
We seek a Customer Relations Officer to serve as the welcoming face of Eugene, ensuring each client receives attentive, empathetic, and professional support from the moment they arrive. In this pivotal first-contact role, you will represent our brand with excellence, fostering positive perceptions that strengthen customer trust and loyalty. Additionally, you will maintain consistent engagement to uphold an outstanding customer experience throughout their entire interaction with Eugene. This position operates under the supervision of the designated Branch Leader and the Customer Relations Coordinator.
The ideal candidate must demonstrate a strong commitment to Eugene’s Core Values, including Integrity, Empathy, Solutions-Oriented Thinking, Teamwork, and Continuous Growth.
Oversee a comprehensive range of essential duties, including the management and execution of core operational tasks, project leadership, and strategic planning initiatives. Collaborate cross-functionally with diverse teams to streamline processes, enhance productivity, and drive organizational growth. Monitor performance metrics, evaluate outcomes, and implement continuous improvement strategies to ensure alignment with business objectives and industry standards. Provide mentorship and guidance to team members, fostering a culture of accountability, innovation, and professional development.
The position involves overseeing front desk operations and administrative tasks, ensuring smooth daily functioning. Key responsibilities include greeting visitors, managing phone inquiries, and coordinating appointments. Additionally, the role requires handling mail, maintaining records, and providing general administrative support to the team. Candidates must possess strong organizational skills, proficiency in office software, and excellent communication abilities. Prior experience in a similar role is preferred but not mandatory.
Handling walk-in clients at the branch involves presenting our product catalogue and assisting them with various inquiries, including payment plans, account balances, insurance options, client statements, and log books.
The role involves accurately logging client requests, grievances, PSV incidents, and statements into the Staff App system while maintaining comprehensive documentation.
Securing the necessary funds to execute branch operational activities and obtaining approval from the designated authority constitute key responsibilities.
Design and implement detailed tracking systems for meticulous record-keeping, ensuring precise documentation of float allocations to provide clear visibility and transparency in financial management.
Individuals must provide their personal signatures or return a receipt confirmation via email prior to receiving allocated funds.
The float is released for its designated purpose, detailing the allocation and utilization of the funds.
Weekly reviews are conducted to ensure all funds requested have been accounted for prior to submitting additional requisitions.
We offer a structured training program designed to equip new hires with the essential skills and knowledge required for success in their roles. This initiative includes comprehensive onboarding sessions, hands-on workshops, and ongoing mentorship to ensure a smooth transition into the team. Participants will learn industry-specific best practices, company policies, and operational procedures tailored to their job functions. Additionally, the program emphasizes professional development through continuous feedback, performance evaluations, and access to additional learning resources. Upon completion, employees will be fully prepared to contribute effectively to the organization’s goals and objectives.
Deliver comprehensive training sessions to clients, highlighting essential guidelines regarding Eugene’s payment plans and procedures while strictly enforcing the no-cash policy.
Handle new client registrations via the staff application or directly within the CRM, ensuring all Know Your Customer (KYC) documentation for clients is kept current.
Facilitate the Q&A segment following the clients’ viewing of the training videos at the branch.
The role involves educating clients on financial literacy, security protocols, contractual terms and conditions, and insurance policies.
Conduct training sessions for clients and guarantors to ensure they fully understand the Terms and Reference governing Asset Acquisition.
The program entails educating Guarantors regarding their obligations and Eugene’s performance expectations, ensuring they fully understand their role in supporting the Client.
Conduct training sessions focused on credit-related activities during client acquisition, covering topics such as prepayments and their advantages, consequences of non-payment including applicable penalties, acceptable payment methods, and the company’s policy on non-cash transactions.
To reinforce timely payments and prevent any risk of default, it is essential to clearly communicate payment deadlines and obligations.
Educate clients on the principles and functionality of applicable insurance policies, ensuring a thorough understanding of their coverage and benefits.
Educate clients regarding the available reporting channels in the event their assets are stolen.
Upon completion of the training by clients and guarantors, proceed to update the system accordingly.
Provide clients with guidance on asset service schedules and health and safety protocols to ensure compliance and operational efficiency.
Verify that each client’s profile within the system includes their KPI PIN and National ID details.
Periodically recommending enhancements to the training materials to ensure their ongoing relevance and effectiveness.
We seek a skilled professional to deliver exceptional customer support, ensuring prompt resolution of inquiries and issues. The ideal candidate will possess strong communication skills, patience, and a customer-centric approach to address concerns effectively. Responsibilities include handling inbound and outbound calls, responding to emails, and assisting customers through various channels. Proficiency in CRM software and problem-solving abilities are essential, along with the capacity to work in a fast-paced environment. Prior experience in a similar role is preferred, though training will be provided for qualified applicants.
Ensure timely follow-up with clients to verify qualification requirements, confirm asset readiness for disbursement, adhere to logbook protocols, and facilitate issuance.
Ensuring prompt resolution of client issues upon receipt and escalating them to the appropriate teams for expedited handling.
Spearheading the expansion and enhancement of business operations and market presence is a key responsibility of this role. Developing strategic initiatives to drive revenue growth, increase market share, and foster long-term sustainability will be central to your duties. Additionally, you will identify and pursue new business opportunities, cultivate key partnerships, and analyze market trends to inform decision-making. Strong analytical skills, a results-driven mindset, and the ability to collaborate across departments are essential for success in this position.
Drive branch business expansion by consistently achieving the monthly disbursement targets set by management.
Assist the branch leader in executing lead generation conversion strategies by performing assigned tasks as needed.
Engage in sales and marketing initiatives, supporting the team with various assignments delegated by the branch leader.
Assist with additional duties as directed by the Chief Risk Officer (CRO) coordinator to contribute to organizational expansion and enhance customer service excellence.
We are seeking a dedicated professional to oversee our after-sales services, ensuring customer satisfaction and maintaining brand integrity. The ideal candidate will manage post-purchase support, including handling inquiries, processing returns or replacements, and resolving technical issues in a timely manner. They will collaborate with internal teams such as logistics, customer service, and product development to streamline processes and enhance service quality. Strong communication skills, problem-solving abilities, and a customer-centric approach are essential. Prior experience in a similar role within a consumer good or retail environment is preferred, along with proficiency in CRM software and basic technical troubleshooting. The position requires attention to detail, the ability to work under pressure, and a commitment to delivering exceptional post-sale support.
Oversee the seamless transfer of logbook records for clients upon confirmation of payment completion.
Prepare and distribute pertinent documentation. Communicate concerns to appropriate parties and pursue the issue until a satisfactory resolution is achieved.
Conduct outbound calls to prospective buyers to confirm the status of payments and validate the authenticity of contracts.
Issuing and preparing third-party and PSV stickers for clients constitutes a key responsibility within this role.
Organize various social gatherings, including completion celebrations and other events, to foster team cohesion and employee morale.
Regularly liaise with insurance providers to track all claims and guarantee complete reimbursement is secured.
When clients request their payment balances, promptly provide the details to ensure transparency and accuracy.
Responsible for organizing, reproducing, and maintaining all office records, including contracts, licenses, tenancy documents, and client agreements.
Engage with clients to gain insight into their relationship with their Account Manager and resolve any concerns they may express.
Facilitate the secondary sales transaction lifecycle.
Sell the Family Care insurance to Tugende clients.
As a candidate for this position, you will possess relevant professional experience along with the necessary qualifications to excel in the role. The ideal applicant will have a proven track record in a similar field, demonstrating expertise and proficiency through prior employment or specialized training. Additionally, you must meet all educational requirements specified for the position, ensuring alignment with the job’s core competencies. Your background should reflect a combination of practical skills and formal education, enabling you to contribute effectively to the team and meet organizational objectives.
At least one (1) year of working experience in customer care with a reputable organisation or institute.
A diploma awarded by an accredited and reputable educational institution is required.
Demonstrates strong command of MS Office and G Suite applications, ensuring efficient document creation, data analysis, and collaborative workflows.
Professional candidates will have prior experience utilizing Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems.
Seeking a candidate with a robust set of technical competencies and well-developed behavioral traits. The ideal individual must demonstrate proficiency in industry-specific tools, methodologies, and technologies, along with a capacity for analytical problem-solving and adaptability in dynamic environments. Strong communication skills, teamwork orientation, and a commitment to continuous learning are essential to thrive in this role. Prior experience in collaborative settings and a track record of delivering results under pressure are highly preferred.
A strong command of both verbal and written communication is essential.
Must demonstrate outstanding interpersonal abilities to foster positive relationships and facilitate effective communication with colleagues, clients, and stakeholders.
Fluent analytical thinking and meticulous attention to detail are essential attributes for this position.
Capable of working effectively in high-pressure environments and exercising independent judgment with minimal oversight.
Demonstrated capability to adjust to varied shift assignments and accommodate evolving work schedules as needed.
Qualified applicants who satisfy all the specified criteria are encouraged to proceed through this link to submit their application.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
