About Tugende
Eugene empowers informal sector entrepreneurs to elevate their economic standing through asset financing, cutting-edge technology, and a customer-focused approach. Central to its offerings are comprehensive asset finance solutions—encompassing medical and life insurance, professional development, safety gear, and digital credit profiles—alongside accessible financing options for small and medium-sized enterprises. By fostering clients’ financial growth and establishing verifiable digital records of reliability, Eugene cultivates a sustainable ecosystem in which MSMEs can expand and prosper.
Eugene addresses the credit disparity affecting small businesses in Africa by empowering informal entrepreneurs to acquire income-generating assets, establish a reliable digital credit history, and unlock future growth prospects via its digital platform. The platform offers benefits such as discounts, smartphones, e-commerce access, and flexible credit facilities. With a track record of financing over 70,000 clients and a workforce of hundreds, Eugene operates across 15 branches in Uganda and 8 in Kenya to serve its clientele.
This position involves delivering comprehensive support to the organization by performing a range of critical responsibilities aimed at enhancing operational efficiency and fostering team collaboration. The ideal candidate will possess a proven track record in project management, exceptional problem-solving capabilities, and strong interpersonal skills to effectively engage with stakeholders at all levels. Additionally, the role requires expertise in [relevant software/tool], proficiency in [specific language or skill], and the ability to work independently while meeting tight deadlines. Key duties include coordinating cross-functional initiatives, analyzing data to drive informed decisions, and ensuring compliance with established policies and procedures.
We seek a Customer Relations Officer to provide on-site client support, addressing their needs with empathy and professionalism. Serving as the primary point of contact, you will represent Eugene by delivering an exceptional first impression and maintaining a high standard of service throughout each client’s engagement. This position reports to both the Branch Leader and the Customer Relations Coordinator.
The ideal candidate will uphold and embody Eugene’s Core Values, which include Integrity, Empathy, a Solutions-Oriented mindset, Teamwork, and a Commitment to Continuous Growth.
Oversee a range of critical duties including the development and implementation of strategic initiatives, ensuring alignment with organizational goals, and fostering cross-departmental collaboration to drive operational excellence. Lead and mentor a high-performing team by delegating tasks, providing constructive feedback, and promoting professional growth opportunities. Monitor key performance indicators to assess progress, identify areas for improvement, and implement data-driven solutions to enhance efficiency and productivity. Serve as the primary liaison between senior leadership and frontline staff, communicating priorities, addressing concerns, and facilitating transparent dialogue to support a cohesive work environment. Additionally, analyze market trends, competitive landscapes, and industry benchmarks to inform strategic decision-making and maintain a competitive edge.
Responsible for managing front desk operations and administrative tasks, this role involves greeting visitors, handling incoming calls, and providing exceptional customer service. Duties also include maintaining office organization, managing mail and deliveries, and ensuring efficient workflows. Strong communication skills and attention to detail are essential, along with proficiency in office software and multitasking abilities. Prior experience in a similar role is preferred.
Professionally addressing walk-in clients at the branch, we provide detailed explanations of our product offerings while addressing their inquiries. This includes clarifying payment plans, balances, insurance options, client statements, and logbooks, among other details.
The position involves entering clients’ requests into the system (Staff App) and meticulously recording issues, complaints, PSV details, and client statements for accurate documentation.
Securing the necessary funds to sustain branch operational activities and obtaining approval from the designated authority.
Design comprehensive trackers designed to maintain accurate records, ensuring that all float allocations are meticulously documented with appropriate details.
Individuals must provide their personal signatures or confirm receipt via email prior to receiving any allocated funds.
The utilization of the allocated funds serves the designated objective for which the float is disbursed.
Weekly oversight is required for all funds disbursed prior to submitting a subsequent request.
The position involves developing and delivering comprehensive training programs designed to enhance employee skills and knowledge. Key responsibilities include designing curriculum, creating instructional materials, and conducting sessions both in-person and virtually. The role requires expertise in adult learning principles, strong communication skills, and the ability to assess training effectiveness. Additionally, the individual will collaborate with department heads to identify training needs and ensure alignment with organizational goals. Qualifications include a bachelor’s degree in education, human resources, or a related field, along with prior experience in instructional design or corporate training. Proficiency in learning management systems and multimedia tools is highly desirable.
Deliver comprehensive training sessions to clients, focusing on the essential guidelines regarding Eugene’s payment plans and processes while strictly reinforcing the no-cash policy.
Utilize the staff application or input directly into the CRM to enroll new clients and ensure their Know Your Customer documentation remains current.
Facilitate the FAQ session following clients’ completion of the training videos at the branch location.
We provide comprehensive training to clients covering essential topics such as finance fundamentals, security protocols, applicable terms and conditions, and insurance coverage.
Conduct training sessions for clients and guarantors to ensure a thorough understanding of the Terms and Reference governing the Asset Acquisition.
Training sessions will be provided to guarantors to outline their obligations and Eugene’s performance expectations, ensuring they fully understand their role in supporting the client.
The role involves conducting training sessions on credit-related activities during client acquisition, covering key topics such as prepayments and their advantages, consequences of non-payment including penalties, acceptable payment methods, and the company’s policy on non-cash transactions.
To ensure timely payments and prevent any risk of default, it is essential to clearly re-establish payment terms and due dates.
Provide clients with comprehensive education and training regarding pertinent insurance products and their operational mechanisms.
Provide clients with clear guidance regarding the reporting procedures to follow in the event of asset theft.
Upon completion of the training by the clients and guarantors, initiate the system update process.
Provide clients with expert guidance on asset service schedules and health and safety protocols.
Ensure that all clients’ KRA PINs and National IDs are accurately recorded within their respective system profiles.
Continuously providing guidance to enhance the training content as needed.
We are seeking a dedicated and personable Customer Service professional to join our team. In this role, you will be responsible for addressing customer inquiries, resolving issues promptly, and ensuring a positive experience at every interaction. Your duties will include handling phone, email, and chat communications while maintaining a friendly and professional demeanor. Strong problem-solving skills, patience, and the ability to empathize with customers are essential. Familiarity with CRM systems and a commitment to providing exceptional service are required. This position demands excellent communication skills, both written and verbal, as well as the capacity to multitask in a fast-paced environment.
Ensure timely follow-up with clients to verify qualification criteria, confirm asset readiness for disbursement, review logbook requirements, and oversee the issuance process.
Consistently addressing and resolving client issues promptly upon receipt, while seamlessly escalating complex cases to the appropriate departments to ensure rapid solutions.
We are committed to fostering business expansion and enhancing market presence through strategic initiatives. Our focus includes identifying new opportunities, strengthening client relationships, and optimizing operational efficiency. This role requires a proactive approach, strong analytical skills, and the ability to drive sustainable growth. Key responsibilities involve market research, developing expansion strategies, and collaborating with cross-functional teams to implement initiatives that align with organizational goals.
Support the branch’s business expansion by consistently achieving the designated monthly disbursement targets.
Assist the branch leader in driving lead generation and conversion initiatives by performing various assigned duties as directed from time to time.
Engage in sales and marketing initiatives while completing various team assignments delegated by the branch leader.
Perform additional duties as directed by the CRO coordinator, contributing to business growth initiatives and enhancing customer service standards as needed.
After-sales service representatives are tasked with ensuring customer satisfaction and resolving product-related issues promptly. They handle inquiries, process warranty claims, and coordinate repairs or replacements as needed. Additionally, they document customer interactions, track service requests, and analyze feedback to identify trends and improve service quality. Strong communication and problem-solving skills are essential, along with a customer-focused mindset. Familiarity with CRM systems and basic technical knowledge of the products are often required.
Ensure seamless logbook transfers for clients upon successful completion of payment.
Prepare and distribute appropriate documentation. Elevate concerns as needed and monitor progress until the issue is fully resolved.
Conduct outbound calls to buyers to confirm the authenticity of payments and the validity of contracts.
Responsible for printing and distributing third-party and PSV stickers to clients.
Organize social gatherings, including completion socials and similar events.
Ensure consistent communication with the insurance provider to track all claims and secure complete reimbursement.
Upon client request, provide the payment balances without delay.
Responsible for organizing, printing, and securely archiving essential office documents, including agreements, licenses, tenancy agreements, and client contracts, to ensure proper record-keeping and accessibility.
Engage with clients to gain insight into their relationship with their Account Manager and resolve any areas of concern.
Assist in facilitating the resale transaction process for pre-owned items.
Promote Family Care insurance offerings to current Eugene clientele to enhance their coverage options.
Seeking a candidate with relevant professional experience and specific qualifications to fulfill the role effectively. The ideal applicant should possess a strong background in the field, supported by pertinent educational credentials and certifications. Prior hands-on experience in similar positions is essential, along with a proven track record of meeting job demands and achieving measurable outcomes. Additionally, the role requires a comprehensive understanding of industry standards, compliance regulations, and best practices to ensure optimal performance and contribution to organizational goals.
A minimum of one year of hands-on experience in customer care within a respected organization or institution is required.
A Diploma awarded by an accredited and reputable educational institution is required.
Demonstrated expertise in utilizing Microsoft Office and Google Workspace (G Suite) applications is required.
Individuals should possess a proven track record of effectively utilizing Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) software solutions.
We seek candidates with a strong foundation in technical competencies and well-developed interpersonal qualities. Proficiency in relevant software, tools, and methodologies is essential, alongside the ability to collaborate effectively within cross-functional teams. Strong problem-solving skills, adaptability to evolving project demands, and a commitment to continuous learning are required. Additionally, excellent written and verbal communication skills, along with a proactive and detail-oriented approach, are highly valued. The ideal candidate will demonstrate resilience, integrity, and a customer-focused mindset in all professional interactions.
Possesses strong proficiency in both spoken and written communication, ensuring clear and effective conveyance of ideas.
Must demonstrate exceptional interpersonal abilities to foster collaborative relationships and ensure effective communication within the team and with stakeholders.
The ideal candidate must possess exceptional analytical abilities and meticulous attention to detail.
Demonstrates strong capability to perform effectively in high-pressure environments while maintaining autonomy and independence.
Demonstrates adaptability to fluctuating schedules and the capacity to accommodate variable shift assignments.
Qualified applicants who satisfy the aforementioned criteria are encouraged to proceed by accessing the provided link and submitting their application.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
