About Tugende
Eugene empowers informal sector entrepreneurs to elevate their economic prospects through asset finance, innovative technology, and a client-focused approach. Our core asset finance solutions encompass medical and life insurance, specialized training, essential safety equipment, and digital credit profiles, alongside accessible financing options for small and medium-sized enterprises (SMEs). By fostering economic growth among our clients and establishing verifiable digital records of their reliability, we cultivate a sustainable ecosystem where micro, small, and medium enterprises (MSMEs) can flourish and achieve long-term success.
Eugene addresses the credit disparity faced by 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 credit lines. With a track record of financing over 70,000 clients, Eugene employs hundreds of staff members who serve entrepreneurs across 15 branches in Uganda and 8 in Kenya.
About this role
We seek a Customer Relations Officer to greet clients in person, addressing their needs with empathy and professionalism. As the primary representative of Eugene, you will establish a positive first impression and maintain high satisfaction levels throughout each customer’s 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, including Integrity, Empathy, a Solutions-Oriented mindset, Teamwork, and a Commitment to Continuous Growth.
Oversee and perform core duties that include managing project timelines, coordinating cross-functional teams, and ensuring adherence to company policies and industry regulations. Execute strategic initiatives by analyzing performance data, identifying improvement opportunities, and implementing process enhancements. Maintain clear communication channels with stakeholders, providing regular updates and addressing concerns in a timely manner. Develop and track key performance indicators to evaluate progress and drive operational excellence. Foster a collaborative work environment by mentoring team members and promoting professional development opportunities. Ensure all deliverables meet quality standards and are delivered within budget and schedule constraints.
The position involves managing front desk operations and administrative tasks with a focus on efficiency and professionalism. Responsibilities include greeting visitors, handling inquiries, processing incoming and outgoing mail, maintaining filing systems, and coordinating appointments. Strong organizational and communication skills are essential, along with proficiency in office software such as Microsoft Office Suite. Prior experience in a similar role is preferred but not required. The ideal candidate will demonstrate reliability, attention to detail, and the ability to multitask in a fast-paced environment.
Attending to clients who visit the branch in person, providing a comprehensive overview of our product offerings, and addressing all their inquiries—such as payment plans, account balances, insurance options, client statements, and logbooks—with professional guidance and clarity.
The individual will be responsible for entering clients’ requests into the system via the Staff App and accurately recording issues, complaints, PSV details, and client statements.
Securing the necessary funding to support the branch’s operational activities and obtaining approval from the designated authority are essential responsibilities.
Design comprehensive tracking systems to maintain meticulous records, including precise documentation of float allocation to ensure transparency and accuracy in financial management.
Individuals designated to receive funds must provide signed authorization prior to disbursement, or confirm receipt via return email, ensuring accountability in financial transactions.
The allocation of funds is intended for the specific purpose for which the float is disbursed.
Weekly reviews will be conducted to ensure all requisitioned funds are accounted for prior to submitting additional requests.
We are seeking a qualified candidate to deliver comprehensive training programs designed to enhance employee skills and knowledge. The ideal applicant will possess strong instructional design capabilities, exceptional communication skills, and the ability to engage diverse audiences. Responsibilities include developing training materials, conducting sessions, assessing learning outcomes, and providing ongoing support to ensure knowledge retention. Proficiency in learning management systems and experience in corporate training environments are required. Additionally, the role demands adaptability to evolving training needs and a commitment to fostering a culture of continuous learning.
Train clients thoroughly on Eugene’s payment plans and procedures, clearly outlining acceptable practices while strictly enforcing the NO CASH policy.
New clients must be registered in the system using either the staff application or by direct entry into the CRM, with all Know Your Customer (KYC) documentation updated accordingly.
After the clients complete the video-based training at the branch, facilitate the FAQ session to address any questions or clarifications they may have.
Responsibilities include educating clients on financial concepts, security protocols, terms and conditions, and insurance policies.
Conduct training sessions for clients and guarantors to ensure a comprehensive understanding of the Terms and Reference governing the Asset Acquisition process.
Training Guarantors on their responsibilities and Eugene’s expectations to ensure they effectively support the Client.
The training will cover essential credit-related activities involved in client acquisition, including the advantages of prepayments, consequences of non-payment along with applicable penalties, acceptable payment methods, and the company’s policy on non-cash transactions.
To ensure consistent payments and prevent any risk of default, it is essential to reiterate the payment schedule and associated deadlines.
Educate clients on the fundamentals of insurance policies and their operational mechanics, ensuring a comprehensive understanding of coverage options and benefits.
Educate clients about the available reporting channels for stolen assets, ensuring they are fully informed of the necessary procedures.
When clients and guarantors have successfully completed the training, the system should be updated accordingly.
Provide clients with guidance on asset service schedules and health and safety protocols.
Verify that each client’s KPI PIN and National ID details are accurately recorded within their respective system profiles.
Regularly evaluating and enhancing the training content ensures its ongoing effectiveness and alignment with evolving needs.
We seek a dedicated Customer Service professional to deliver exceptional support, ensuring client satisfaction through prompt and effective communication. This role requires a polished approach to handling inquiries, resolving issues efficiently, and maintaining a positive rapport with customers across various channels. The ideal candidate will possess strong problem-solving skills, a keen attention to detail, and the ability to thrive in a fast-paced environment. Proficiency in CRM systems, clear verbal and written communication, and a commitment to delivering high-quality service are essential. Additionally, the position demands adaptability, patience, and a proactive mindset to address diverse customer needs with professionalism and empathy.
Follow up with clients to verify qualification criteria, confirm asset readiness for disbursement, ensure compliance with logbook requirements, and facilitate the issuance process.
Proactively addressing client concerns upon receipt, ensuring prompt resolution, and escalating issues to the appropriate departments for expedited handling.
Our position focuses on expanding market reach, driving revenue growth, and identifying new strategic opportunities to enhance organizational success. Key responsibilities include analyzing market trends, developing business plans, and building strong client relationships to foster sustainable expansion. Additionally, the role involves evaluating performance metrics, optimizing sales strategies, and collaborating with cross-functional teams to achieve revenue targets. Ideal candidates should possess a proven track record in business development, strategic planning, and client acquisition, along with strong analytical and communication skills. Proficiency in data-driven decision-making and a results-oriented mindset are essential for driving continuous growth.
Drive branch revenue growth by consistently achieving the prescribed monthly disbursement targets.
Assist the branch leader in enhancing lead generation conversion initiatives by performing assigned tasks as directed.
Engage in sales and marketing initiatives while performing various team assignments as directed by the branch leader.
Perform additional duties as assigned by the CRO Coordinator to contribute to business expansion and enhance customer service excellence.
We are seeking a dedicated professional to manage after-sales services, ensuring customer satisfaction through timely resolution of inquiries and efficient handling of product-related concerns. The ideal candidate will possess strong communication skills, a customer-centric mindset, and prior experience in a similar role. Responsibilities include addressing customer feedback, coordinating with technical teams to resolve issues, and maintaining accurate records of service requests. Proficiency in CRM systems and the ability to work under pressure are essential requirements for this position.
Ensure seamless logbook transfers for clients upon completion of payment.
Prepare and distribute pertinent documentation as needed. Elevate any issues encountered and ensure thorough follow-up until a resolution is achieved.
Conduct outbound calls to buyers to confirm payment statuses and validate contract compliance.
The responsibility includes printing and distributing third-party and PSV stickers to clients.
Organize various social gatherings, including completion socials, to foster team cohesion and celebrate milestones.
Maintain continuous communication with insurance providers to track all claims and guarantee full reimbursement.
When clients request, provide them with their payment balances.
Prepare, manage, and securely store all office documentation, including agreements, licenses, tenancy contracts, and client contracts, ensuring proper filing and printing as required.
Engage with clients to gain insights into their relationship with their Account Manager and resolve any issues that may arise.
Facilitate the secondhand sales process by managing transactions, ensuring customer satisfaction, and maintaining accurate records of sales activities.
Prospect and promote the Family Care insurance offering to existing Eugene clientele, ensuring alignment with their financial protection needs and preferences.
With a proven track record in the field, candidates should possess relevant professional experience alongside the necessary qualifications to excel in this role. Prior hands-on experience in similar positions is essential, complemented by formal education or specialized training pertinent to the industry. Applicants must demonstrate a deep understanding of key responsibilities through their work history, ensuring they meet the established requirements for success in this position.
A minimum of one year of hands-on experience in customer care within a well-established organization or institution is required.
A diploma awarded by an accredited and reputable educational institution is required.
Demonstrates strong working knowledge of Microsoft Office and Google Workspace, including word processing, spreadsheets, presentations, and collaboration tools.
Professional candidates will possess demonstrated expertise in the implementation and utilization of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems, showcasing a proven track record in leveraging these platforms to optimize business processes and enhance operational efficiency.
We are seeking candidates with a strong foundation in technical proficiencies and essential soft skills. Proficiency in relevant programming languages, software tools, and methodologies is required, along with the ability to troubleshoot complex issues efficiently. Strong analytical thinking, adaptability to evolving technologies, and a collaborative mindset are highly valued. Effective communication skills, both written and verbal, are necessary to convey technical concepts to diverse audiences. Problem-solving acumen and a commitment to continuous learning are also critical for success in this role.
You must demonstrate strong proficiency in both verbal and written communication.
Possesses outstanding interpersonal abilities, fostering strong professional relationships with colleagues and stakeholders alike.
Must demonstrate exceptional analytical capabilities and meticulous attention to detail.
Capable of maintaining composure and focus while completing tasks efficiently with limited oversight.
Demonstrates adaptability by effectively managing a variety of shift schedules, including flexible and fluctuating work hours. Exhibits the capacity to adjust seamlessly to evolving operational demands and scheduling requirements.
Qualified applicants who satisfy all specified criteria are encouraged to proceed by accessing the following link to submit their application.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
