About Tugende
Eugene empowers informal sector entrepreneurs by providing asset financing, innovative technology, and a customer-focused approach, enabling significant economic advancement. Our core asset finance solutions encompass medical and life insurance, professional training, essential safety equipment, and digital credit profiles, all in addition to competitively priced financing options tailored for SMEs. Through fostering economic growth among our clients and establishing verifiable digital records of responsible financial behavior, we cultivate a sustainable ecosystem where MSMEs can expand and prosper.
Eugene addresses 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 accessible on-demand credit lines. With a portfolio of over 70,000 clients, Eugene operates hundreds of employees across 15 branches in Uganda and 8 in Kenya, delivering services to a growing clientele.
This position offers an exciting opportunity to contribute to a dynamic team in a fast-paced environment. The role requires a highly motivated individual with a strong background in [field/industry], demonstrated through [X years] of relevant experience and proficiency in [specific skills/tools]. Key responsibilities include [specific task 1], [specific task 2], and [specific task 3], with a focus on achieving measurable outcomes. The ideal candidate will possess excellent communication and problem-solving abilities, along with the capacity to collaborate effectively across departments. Additionally, familiarity with [relevant technology/process] is preferred, and a commitment to continuous learning and adaptability is essential.
We seek a Customer Relations Officer to provide on-site support to clients, ensuring their needs are met with empathy and professionalism. As the primary point of contact, you will play a key role in shaping clients’ first impressions of Eugene while maintaining consistent, high-quality service throughout their engagement. This position involves reporting to both the designated Branch Leader and the Customer Relations Coordinator.
The ideal candidate will embody and champion Eugene’s Core Values, which include Integrity, Empathy, a Solutions-Oriented mindset, Teamwork, and a Commitment to Continuous Growth.
Oversee and execute a comprehensive range of critical tasks, ensuring alignment with organizational objectives and industry best practices. Lead strategic initiatives, manage cross-functional teams, and drive operational efficiency through meticulous planning and execution. Collaborate with stakeholders to identify opportunities for improvement, mitigate risks, and optimize performance metrics. Maintain rigorous adherence to compliance standards, quality benchmarks, and resource allocation guidelines while fostering a culture of accountability and continuous innovation.
Handles front desk operations and administrative tasks with a strong focus on customer service and efficient office management. Responsible for greeting visitors, managing phone inquiries, and coordinating appointments while maintaining accurate records and documentation. Requires excellent communication skills, proficiency in office software, and the ability to multitask in a fast-paced environment. Attention to detail and a professional demeanor are essential for ensuring smooth daily operations.
Attending to clients who visit the branch without appointments, providing detailed explanations of our product offerings, and addressing all their inquiries, including payment schedules, account balances, insurance details, client statements, and logbook requirements.
Responsibilities include accurately entering client requests, issues, complaints, PSV documentation, and client statements into the Staff App system.
Responsible for procuring the necessary funds to support the operational activities of the branch and ensuring compliance with the approval process.
Create comprehensive tracking systems for meticulous record-keeping, ensuring precise documentation of float allocations.
Individuals responsible for handling funds must provide their personal signatures prior to receiving any disbursements, and they are required to confirm receipt of the funds via email upon obtaining them.
Funds have been allocated to specific initiatives for which the float is disbursed.
Weekly tracking of all funds disbursed must occur prior to submitting subsequent requests.
We are seeking a skilled training professional to develop and deliver comprehensive training programs that enhance employee skills and organizational performance. The ideal candidate will possess a minimum of three years of experience in training and development, along with a proven ability to design engaging and effective learning materials. Responsibilities include assessing training needs, creating curriculum, facilitating workshops, and evaluating program effectiveness. Strong communication and interpersonal skills are essential, as the role requires collaboration with stakeholders at all levels. Proficiency in learning management systems and instructional design tools is preferred. Additionally, a bachelor’s degree in education, human resources, or a related field is required, and relevant certifications are a plus.
Train clients on Eugene’s payment plans and procedures, clarifying essential guidelines and restrictions, with a strong emphasis on the company’s strict no-cash policy.
Register new clients by either entering their information into the staff application or updating their details directly within the CRM, while also ensuring all KYC documentation is accurately filed and maintained.
Facilitate the FAQ session following client viewing of the training videos at the branch.
The role involves instructing clients on financial literacy, security protocols, terms and conditions, and insurance matters.
Educate clients and guarantors regarding the Terms and Reference governing the Asset Acquisition process.
The training program will educate guarantors on their obligations and Eugene’s performance expectations to ensure effective client support.
Conducting training sessions on essential credit-related activities during client acquisition, including the advantages of prepayments, consequences of non-payment and applicable penalties, approved payment methods, and the company’s policy on non-cash transactions.
To ensure timely payments and prevent any potential defaults, the payment schedule and due dates must be clearly communicated and reiterated.
Educate clients on insurance principles and coverage details while providing comprehensive training to enhance their understanding of relevant policies and their operational mechanics.
Educate clients regarding the available reporting channels in the event their assets are stolen.
When clients and guarantors successfully complete their training, the system must be updated accordingly.
Provide clients with guidance on asset service schedules and compliance with health and safety regulations.
Ensure every client’s profile within the system accurately reflects their KRA PIN and National ID details.
Continuously reviewing and enhancing the training content to ensure its ongoing relevance and effectiveness is a key responsibility.
We are seeking a dedicated professional to provide exceptional customer support, addressing inquiries, resolving issues, and ensuring a seamless experience for our clients. The ideal candidate will possess strong communication skills, patience, and a proactive approach to problem-solving. Responsibilities include responding to customer concerns via phone, email, or chat, documenting interactions in our CRM system, and escalating complex issues to the appropriate team as needed. A high school diploma or equivalent is required, while prior experience in customer service is preferred. Familiarity with CRM software and a customer-centric mindset are essential.
Ensure timely follow-up with clients to verify qualification criteria, assess asset readiness for disbursement, clarify logbook requirements, and facilitate issuance processes.
Demonstrating a commitment to efficient client service, promptly addressing and resolving inquiries upon receipt while escalating complex issues to the appropriate teams for expedited solutions ensures seamless issue management and enhances overall customer satisfaction.
We are committed to expanding our market presence and enhancing organizational performance through strategic initiatives that drive sustainable growth and development. Our focus encompasses identifying new opportunities, fostering partnerships, and optimizing operational efficiencies to achieve long-term success. This role requires a proactive approach to analyzing market trends, evaluating competitive landscapes, and implementing innovative solutions that align with our strategic objectives. The ideal candidate will possess strong analytical skills, a results-driven mindset, and the ability to collaborate effectively with cross-functional teams to execute growth strategies and achieve measurable outcomes.
Drive branch business expansion by consistently achieving the established monthly disbursement targets.
Facilitate the branch’s lead generation conversion initiatives by executing assigned responsibilities as directed by the branch leader from time to time.
Engage in sales and marketing initiatives while completing various team assignments delegated by the branch leader to support overall branch objectives.
Perform additional duties as assigned by the CRO coordinator to support business expansion and enhance customer service excellence.
We are seeking a motivated individual to join our after-sales team, responsible for ensuring customer satisfaction through timely and effective resolution of product inquiries, warranty claims, and service requests. The ideal candidate will possess strong communication skills, technical knowledge of our products, and the ability to troubleshoot issues efficiently. Key duties include processing returns, coordinating repairs or replacements, and maintaining accurate documentation of all customer interactions. Additionally, the role requires familiarity with CRM systems, a customer-focused mindset, and the capacity to work collaboratively with cross-functional teams to enhance service delivery. Prior experience in a customer support or after-sales environment is preferred.
Ensure the seamless transfer of logbooks for clients who have fulfilled their payment obligations.
Draft and distribute pertinent documentation. Raise issues to the appropriate stakeholders and pursue follow-up actions until a resolution is achieved.
Execute outbound calls systematically to buyers for the purpose of confirming payment processing and validating the authenticity of contracts.
Prepare and distribute third-party and PSV stickers to clients as required.
Organize and coordinate social gatherings, including completion socials and other related events.
Consistently liaise with insurance providers to track all claims and secure complete reimbursement.
When clients request payment balances, they should be promptly shared with them.
Prepare, organize, print, and securely store all office documents, including agreements, licenses, tenancy agreements, and client contracts.
Engage with clients to comprehend their perspectives regarding their interactions with their Account Manager and resolve any arising issues.
Assist with the second-hand sales process by providing administrative and operational support to ensure smooth transactions and customer satisfaction.
Promote the Family Care insurance product to Eugene’s clientele, ensuring comprehensive coverage options are communicated effectively.
We are seeking a candidate with relevant professional experience and a strong set of qualifications. The ideal applicant will possess a proven track record in their field, demonstrating expertise through hands-on experience and industry-specific knowledge. Essential requirements include [specific degrees, certifications, or licenses if applicable], along with a minimum of [X years] in a related role. The successful candidate will have honed their skills in [key responsibilities or areas of expertise], ensuring they can deliver exceptional results in this position. Additionally, familiarity with [specific tools, software, or methodologies] is highly beneficial, as is the ability to [mention any soft skills, such as leadership, problem-solving, or communication].
A minimum of one year of hands-on customer care experience within a respected organization or academic institution is required.
A qualification awarded by an accredited and reputable educational institution is required.
Proficiency in MS Office and G Suite
Professionals with a proven track record of effectively utilizing Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) software are strongly encouraged to apply.
We are seeking a candidate with proficiency in technical tools and methodologies, along with strong behavioral competencies. The ideal applicant will demonstrate expertise in relevant software, programming languages, and analytical frameworks, ensuring efficient problem-solving and project execution. Essential attributes include adaptability, teamwork, leadership, and exceptional communication skills to foster collaboration and drive organizational success. Proficiency in data analysis, system troubleshooting, or industry-specific applications is highly desirable, depending on the role’s requirements. Additionally, the ability to remain resilient under pressure, manage multiple priorities, and uphold ethical standards is critical for long-term performance and growth.
Individuals applying for this role must demonstrate strong proficiency in both verbal and written communication, ensuring clear, concise, and effective interaction with colleagues, clients, and stakeholders.
Must possess outstanding interpersonal skills to foster productive relationships with colleagues, clients, and stakeholders.
We require a candidate with robust analytical capabilities and meticulous attention to detail.
Demonstrates strong capacity to perform effectively in high-pressure environments while maintaining autonomy and minimal oversight.
Ability to accommodate variable shift assignments and adjust to evolving work schedules as required.
Professional candidates who satisfy the listed qualifications are encouraged to proceed to this link and submit their application.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
