About Tugende
Eugene empowers informal sector entrepreneurs to significantly enhance their economic prospects through asset finance, cutting-edge technology, and a customer-focused approach. Our comprehensive asset finance solutions encompass medical and life insurance, professional training, safety equipment, and digital credit profiles, alongside affordable financing options tailored for SMEs. By fostering economic growth among our clients and establishing verifiable digital records of their financial responsibility, we cultivate a sustainable ecosystem that enables MSMEs to flourish and expand.
Eugene is addressing the credit disparity 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 opportunities, and access to on-demand credit lines. With a track record of financing over 70,000 clients and a dedicated team of hundreds of employees, Eugene operates across 15 branches in Uganda and 8 in Kenya, delivering services to clients in both countries.
We are seeking a skilled professional to fill this critical position, playing a pivotal role in [specific function or team]. The ideal candidate will possess [X years of experience] in [relevant field] along with proficiency in [specific skills or tools required]. This role demands a collaborative mindset, with the ability to [key responsibility 1], [key responsibility 2], and [key responsibility 3]. Strong problem-solving skills and a commitment to [specific goal or value, e.g., innovation, quality, efficiency] are essential. Additionally, the candidate should demonstrate expertise in [specific area or process] while contributing to [team or organizational objective].
We seek a Customer Relations Officer to serve as the welcoming face for clients, ensuring their needs are met with empathy and professionalism from the moment they arrive. In this pivotal role, the Customer Relations Officer will represent Eugene by making a lasting positive first impression, fostering trust and confidence. Additionally, you will uphold and enhance customer satisfaction throughout their entire engagement with Eugene. This position involves reporting to both the designated Branch Leader and the Customer Relations Coordinator.
The ideal candidate will embody and actively uphold Eugene’s Core Values, which include Integrity, Empathy, a Solutions-Oriented mindset, Teamwork, and a Commitment to Continuous Growth.
Oversee and execute a wide range of critical duties, including leading project initiatives, coordinating cross-functional teams, and ensuring adherence to organizational policies and procedures. Develop and implement strategic plans to enhance operational efficiency, drive innovation, and achieve long-term business objectives. Monitor team performance, provide constructive feedback, and foster a collaborative work environment to maximize productivity and engagement. Prepare comprehensive reports to track progress, analyze key metrics, and present findings to senior leadership for informed decision-making. Maintain strong stakeholder relationships to ensure alignment with business goals and address any emerging challenges proactively.
We seek an organized and professional individual to manage front desk operations and administrative responsibilities. The ideal candidate will greet visitors, handle incoming calls, and provide exceptional customer service with a friendly demeanor. Additionally, they will maintain accurate records, process documents, and coordinate office logistics to ensure smooth daily operations. Strong communication skills, attention to detail, and proficiency in office software are required. This role demands multitasking ability, discretion, and the capacity to uphold a welcoming and efficient front office environment.
Professional Rewrite:
The incumbent will welcome walk-in clients at the branch, thoroughly introduce them to our product range, and address all inquiries regarding payment schedules, account balances, insurance options, client statements, logbooks, and other relevant services.
The role involves entering clients’ requests into the Staff App system and meticulously recording details such as issues, complaints, PSV documentation, and client statements.
The position involves securing the necessary funds to sustain branch operational activities and obtaining approval from the designated authority.
Create comprehensive trackers designed for meticulous record-keeping, ensuring precise documentation of float allocation for enhanced transparency and accountability.
Individuals responsible for handling monetary transactions must provide their unique signatures prior to receiving funds, or alternatively, confirm receipt via email correspondence.
Funds released will be allocated to designated initiatives aligned with the approved objectives, ensuring transparent and accountable utilization of financial resources. The allocation will support specific programs or expenditures as outlined in the financial authorization, providing justification for the deployment of the allocated float.
Weekly tracking and verification of all funds disbursed is mandatory prior to submitting subsequent requests.
We offer a structured training program designed to equip team members with essential skills and knowledge necessary for their roles. Participants will engage in comprehensive sessions covering key processes, tools, and best practices to ensure optimal performance. The program includes both theoretical instruction and practical exercises to reinforce learning. Upon completion, individuals will be prepared to apply their newly acquired expertise effectively in their respective positions.
Conduct comprehensive training sessions for clients to familiarize them with Eugene’s operational guidelines, with particular attention to payment plans and procedures, while strictly enforcing the company’s no-cash policy.
Upon onboarding new clients, register their information into the system via the staff application or directly within the CRM platform and ensure their Know Your Customer (KYC) documentation remains current and accurately filed.
After the clients complete the video-based training at the branch, facilitate the FAQ session to address any questions or concerns they may have.
Responsibilities include educating clients on financial principles, security protocols, contractual terms and conditions, and insurance policies.
Conduct training sessions to educate clients and guarantors on the Terms and Reference pertaining to the Asset Acquisition.
Guarantors will receive comprehensive training to ensure they fully understand their roles and responsibilities, as well as Eugene’s expectations in supporting clients throughout the loan process.
The training program will cover essential credit-related aspects during client acquisition, including the advantages of prepayments, the implications of non-payments and associated penalties, acceptable payment channels, and the company’s tolerance for non-cash transactions.
Ensure payment deadlines are clearly communicated and adhered to in order to prevent any instances of default.
Educate clients on the principles and mechanisms of pertinent insurance policies through comprehensive training sessions.
Inform clients about the available reporting channels in the event of stolen assets.
When clients and guarantors have successfully completed the training, proceed to update the system accordingly.
Provide clients with guidance on asset service schedules and health and safety protocols to ensure compliance and optimal performance.
Ensure that every client’s KRA PIN and National ID are accurately recorded within their respective system profiles.
Continuously providing expert recommendations to enhance the quality and effectiveness of training materials.
Seeking a dedicated professional to provide exceptional customer support, ensuring prompt and effective resolution of inquiries and issues. The ideal candidate will possess strong communication skills, both verbal and written, to engage with clients professionally and empathetically. Responsibilities include handling customer requests, addressing complaints, and maintaining accurate records of interactions. Prior experience in a customer-facing role is preferred, along with proficiency in relevant software tools. The ability to multitask, adapt to changing priorities, and deliver consistent service excellence is essential. This role requires a proactive approach, a positive attitude, and a commitment to enhancing customer satisfaction.
Conduct client follow-ups to verify qualification requirements, determine the readiness of the asset for disbursement, ensure compliance with logbook obligations, and facilitate the issuance process.
Consistently addressing client concerns promptly upon receipt and escalating complex issues to the appropriate departments to ensure efficient resolution.
We are committed to expanding market presence and enhancing revenue streams through strategic initiatives and innovative approaches. This role focuses on identifying new opportunities, building partnerships, and optimizing processes to drive sustainable growth. Key responsibilities include analyzing market trends, developing expansion strategies, and collaborating with cross-functional teams to implement initiatives that align with organizational objectives. The ideal candidate will possess a proven track record in business development, strong analytical skills, and the ability to cultivate relationships with stakeholders at all levels.
Support the expansion of branch operations by consistently achieving the predetermined monthly disbursement targets.
Support the branch lead generation conversion initiatives by performing assigned duties as directed by the branch leader from time to time.
Engage in sales and marketing initiatives while performing various team responsibilities as directed by the branch leader.
Perform additional duties as requested by the CRO coordinator to contribute to business expansion and enhance customer service excellence.
We provide comprehensive support services to ensure customer satisfaction following the purchase of our products. This role involves addressing customer inquiries, resolving technical issues, troubleshooting product-related concerns, and processing warranty claims efficiently. A strong background in customer service, technical expertise, and problem-solving skills are essential, along with the ability to communicate clearly and empathetically. Additionally, proficiency in using CRM systems and a deep understanding of our product lines are required to deliver exceptional post-sale assistance.
Facilitate the transfer of logbooks to clients upon completion of their payment.
Prepare and distribute pertinent documentation, ensuring all necessary records are accurately completed and shared. Identify and communicate any issues or concerns promptly, advocating for appropriate resolutions and maintaining follow-up until the matter is fully addressed.
Conduct outbound calls to buyers to confirm payment statuses and validate contract details.
Responsibilities include producing and distributing third-party and PSV stickers to clients.
Organize a variety of social gatherings, including completion celebrations and other team events, to foster a positive and engaging work environment.
Consistently liaise with insurance providers to track all claims and verify that complete reimbursement is secured.
Upon client request, ensure the timely provision of payment balances with full accuracy and clarity.
Responsible for the systematic filing, printing, and secure storage of all office documents, including agreements, licenses, tenancy agreements, and client contracts.
Engage with clients to comprehend their interactions with their Account Manager and resolve any concerns they may express.
Facilitate the operations of the secondhand sales cycle.
Promote the Family Care insurance product to Eugene’s existing client base, highlighting its benefits and suitability for their needs.
Seeking a candidate with substantial professional experience and a robust set of qualifications. The ideal applicant will have a proven track record in their field, complemented by relevant certifications or advanced education. Responsibilities include applying specialized knowledge to achieve organizational objectives, while also contributing to strategic planning and decision-making processes. Strong analytical skills and the ability to adapt to evolving industry demands are essential. Collaboration with cross-functional teams and adherence to professional standards will be critical to success in this role.
Candidates should possess a minimum of one year of practical experience in customer care, preferably within a reputable organization or institution.
A diploma awarded by an accredited and reputable educational institution is required.
Demonstrated expertise in utilizing Microsoft Office and Google Workspace applications is required.
Professional candidates should possess prior hands-on experience with customer relationship management (CRM) and enterprise resource planning (ERP) systems. Familiarity with these platforms is essential for effectively managing customer interactions, streamlining business processes, and ensuring seamless data integration across departments.
We seek candidates with a robust set of technical competencies and well-developed behavioral traits to excel in this role. Proficiency in [specific technical skills, e.g., software development, data analysis, or system administration] is essential, along with a strong grasp of [relevant tools, frameworks, or methodologies]. Additionally, applicants should demonstrate exceptional problem-solving abilities, adaptability to evolving challenges, and a commitment to continuous learning. Collaboration and effective communication skills are equally critical, as the position requires seamless interaction with cross-functional teams and stakeholders. A proactive mindset, attention to detail, and the capacity to work under pressure while maintaining high standards are also highly valued.
Effective verbal and written communication abilities are essential for this role.
Must demonstrate exceptional interpersonal skills, with the ability to communicate clearly, collaborate effectively, and build strong professional relationships.
Individuals applying for this position must demonstrate exceptional analytical abilities and meticulous attention to detail.
Proficient in managing high-pressure situations autonomously while maintaining focus and productivity without constant oversight.
Proficient in accommodating varied shift schedules and adjusting seamlessly to dynamic work timetables.
Qualified applicants who satisfy the specified criteria are encouraged to access and submit their applications via the provided link.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
