About Tugende
Eugene empowers informal sector entrepreneurs by leveraging asset financing, cutting-edge technology, and a client-focused approach to significantly elevate their financial prospects. Central to our offerings are comprehensive asset finance solutions, which encompass medical and life insurance, professional training, protective equipment, digital credit profiles, and accessible funding for small and medium enterprises (SMEs). Through fostering economic advancement and establishing verifiable digital records of trustworthiness, we cultivate a sustainable ecosystem that enables micro, small, and medium enterprises (MSMEs) to prosper and expand.
Eugene is addressing the credit disparity faced by small businesses in Africa by empowering informal entrepreneurs to acquire income-generating assets, establish verifiable digital credit histories, and unlock future growth prospects through its innovative digital platform. This platform offers a range of benefits, including discounts, smartphones, e-commerce opportunities, and flexible on-demand credit lines. With a track record of financing over 70,000 clients and a dedicated workforce of hundreds, Eugene operates across 15 branches in Uganda and 8 in Kenya, delivering essential services to entrepreneurs nationwide.
About this role
We seek a Customer Relations Officer to serve as the primary on-site liaison, ensuring clients receive attentive and courteous service while fostering a welcoming first impression of Eugene. In this role, you will uphold exceptional standards of professionalism and empathy, addressing customer needs promptly and effectively. Additionally, you will maintain ongoing engagement to guarantee a consistently positive experience for clients throughout their engagement with Eugene. This position operates under the direct supervision of the designated Branch Leader and the Customer Relations Coordinator.
The ideal candidate must embody and champion Eugene’s Core Values, including Integrity, Empathy, a Solutions-Oriented Mindset, Teamwork, and a Commitment to Continuous Growth.
Oversee and execute critical operational duties to ensure seamless business functions. Manage day-to-day activities with precision, addressing challenges proactively while adhering to established policies and procedures. Lead cross-functional teams to achieve departmental objectives and enhance overall productivity. Collaborate with stakeholders to identify opportunities for improvement and implement strategic solutions. Maintain compliance with industry regulations and company standards to mitigate risks and uphold organizational integrity. Provide guidance and mentorship to team members, fostering a culture of accountability and continuous development. Monitor performance metrics to drive efficiency and align with long-term business goals.
The position encompasses front desk operations and administrative duties, requiring a blend of customer service excellence and organizational proficiency. Candidates must possess strong communication skills, proficiency in office software, and the ability to multitask efficiently in a fast-paced environment. Responsibilities include greeting visitors, managing phone inquiries, maintaining records, coordinating appointments, and supporting other departments as needed. Prior experience in a similar role and familiarity with office equipment are essential. The ideal candidate will demonstrate reliability, attention to detail, and a proactive approach to problem-solving.
Attending to walk-in clients at the branch, we present our comprehensive product catalogue and provide detailed guidance on all their inquiries, including payment plans, account balances, insurance options, client statements, and log books.
Clients’ requests, issues, complaints, PSV, and statements are logged into the Staff App system and documented accordingly.
To secure the necessary funds for branch operational activities and obtain approval from the designated authority.
Design comprehensive tracking systems for meticulous record-keeping, ensuring detailed documentation of float allocation to reveal precise financial insights and maintain transparency in fund management.
Individuals receiving assigned funds must provide personal signatures or confirm receipt via email prior to disbursement.
Funds are allocated to support specific initiatives, with the float amount disbursed to address designated programmatic or operational needs as outlined in the release authorization.
Weekly monitoring is conducted to review all funds that have been requested before a subsequent requisition is submitted, ensuring proper financial oversight and tracking.
We provide comprehensive training to ensure all team members acquire the necessary skills and knowledge for their roles, covering both technical and soft skills. The program includes hands-on sessions, workshops, and mentorship opportunities to support professional growth. Participants will learn industry best practices, company policies, and operational procedures to enhance performance and efficiency. Completion of the training is mandatory for all new hires, with ongoing development opportunities available for existing employees.
Train clients on Eugene’s payment plans and procedures, ensuring they fully understand the dos and don’ts while strictly adhering to the NO CASH policy.
Efficiently enroll new clients into the centralized system via either the staff application or the CRM interface while ensuring all Know Your Customer (KYC) documentation remains current and properly filed.
After the clients complete the training videos at the branch, facilitate the FAQ session to address any questions or concerns they may have.
Delivering comprehensive training sessions to clients covering finance, security protocols, contractual terms and conditions, as well as insurance-related policies and procedures.
Provide clients and guarantors with comprehensive training sessions to ensure full comprehension of the Terms and Reference pertaining to the Asset Acquisition.
Training of guarantors is conducted to clearly outline their responsibilities and Eugene’s expectations, ensuring they understand their role in supporting the client effectively.
Training will be provided on key credit-related activities throughout the client acquisition process, covering prepayments and their advantages, consequences of non-payment along with applicable penalties, acceptable payment methods, and the company’s policy on non-cash transactions.
Emphasize the importance of timely payments and clearly communicate the payment deadlines to prevent any risk of default.
Educate clients by providing comprehensive explanations of applicable insurance products and their operational mechanisms to ensure clear understanding and informed decision-making.
Inform clients about available reporting channels in the event their assets are stolen.
Once the training sessions for both clients and guarantors have concluded, proceed to update the system accordingly.
Provide clients with expert guidance on asset service schedules and health and safety protocols.
Ensure every client’s profile on the system accurately includes their KRA PIN and National ID details.
Regularly reviewing and enhancing the training materials to ensure they remain current, effective, and aligned with organizational goals and industry best practices.
We seek a skilled Customer Service professional to deliver exceptional support and ensure customer satisfaction. The ideal candidate will address inquiries promptly, resolve issues efficiently, and maintain a courteous, professional demeanor in all interactions. Responsibilities include handling phone, email, and chat inquiries, documenting cases accurately, and escalating complex issues as needed. Proficiency in CRM software, strong communication skills, and the ability to multitask in a fast-paced environment are essential. Prior experience in a customer-facing role is preferred, along with a commitment to continuous improvement and problem-solving.
To ensure timely disbursement, follow up with clients regarding qualification requirements, asset readiness, logbook specifications, and issuance procedures.
Demonstrating prompt responsiveness, you will address and resolve client inquiries promptly upon receipt while efficiently escalating complex or specialized concerns to the appropriate departments to ensure expedited solutions.
We are seeking a dynamic and results-driven professional to drive strategic business growth and foster sustainable development within our organization. The ideal candidate will possess a proven track record of expanding market presence, identifying new revenue streams, and cultivating key partnerships. Responsibilities include analyzing market trends, devising innovative growth strategies, and implementing initiatives to enhance operational efficiency. Additionally, the role requires strong leadership skills to mentor teams, align business objectives with industry demands, and ensure alignment with long-term corporate goals.
Drive branch business expansion by consistently achieving the assigned monthly disbursement targets.
Support the branch’s lead generation and conversion initiatives by performing assigned duties as directed by the branch leader from time to time.
Engage actively in sales and marketing initiatives while supporting various team responsibilities as delegated by the branch leader.
Perform all other duties as assigned by the CRO coordinator to contribute to business expansion and enhance customer service standards.
We are seeking a dedicated professional to oversee post-purchase services, ensuring customer satisfaction and retention. The role involves managing warranty claims, handling product returns, and resolving customer inquiries efficiently. Responsibilities include coordinating with technical teams to address service-related issues and implementing improvements to enhance the overall customer experience. A strong background in customer service, problem-solving skills, and familiarity with after-sales operations are essential. Proficiency in CRM systems and excellent communication abilities are required to liaise effectively with both customers and internal stakeholders.
Manage the transfer of logbooks for clients following the completion of their payments.
Prepare and distribute pertinent documentation. Elevate issues as needed and ensure follow-through until satisfactory resolution is achieved.
Conduct outbound calls to buyers to validate payment statuses and ensure contract compliance.
Prepare and distribute third-party and PSV stickers to clients.
Organize and coordinate various social gatherings, including completion socials and other related events, to foster team cohesion and celebrate achievements.
Ensure thorough and consistent follow-up with insurance providers regarding all claims to secure complete reimbursement.
When clients request payment balances, ensure these details are promptly provided.
Responsible for organizing, producing, and maintaining all office documentation, including agreements, licenses, tenancy contracts, and client contracts, in both physical and digital formats.
Engage with clients to gain insight into their interactions with their Account Managers and resolve any areas of concern.
Facilitate and optimize the secondhand sales process to ensure smooth transactions and customer satisfaction.
Deliver Family Care insurance solutions to Eugene’s existing client base, ensuring they understand the benefits and coverage options available.
With a solid background in the workforce and a robust set of qualifications, the ideal candidate will bring valuable expertise to the role. Proven experience in relevant fields is essential, along with the necessary educational credentials and specialized skills to excel in this position. The candidate should demonstrate a track record of success in similar roles, showcasing adaptability and proficiency in key responsibilities. Strong problem-solving abilities and a commitment to continuous learning are also required to meet the demands of this dynamic environment.
A minimum of one year’s hands-on experience in customer care within a respected organization or educational institution is required.
A diploma awarded by an accredited and reputable educational institution.
Demonstrated expertise in utilizing MS Office and G Suite applications is required for this role.
We seek candidates with a proven track record in leveraging CRM and ERP platforms to enhance operational efficiency and data management. Proficiency in these enterprise resource planning and customer relationship management systems is essential for driving process optimization and informed decision-making within our organization.
A strong command of technical competencies along with well-developed interpersonal qualities is essential for this role. Proficiency in specific software, tools, or methodologies is required, while effective communication, collaboration, and problem-solving abilities are equally critical. Candidates should demonstrate adaptability in fast-paced environments and a commitment to continuous learning to stay current with industry advancements. Additionally, attention to detail, time management, and the capacity to work both independently and as part of a team are highly valued traits.
Candidates must demonstrate strong proficiency in both verbal and written communication.
Must demonstrate strong interpersonal abilities to collaborate effectively with team members and stakeholders.
Must possess robust analytical capabilities and meticulous attention to detail.
Capable of thriving in high-pressure environments while maintaining autonomy and self-direction.
Proven flexibility in accommodating varied shift schedules and adapting seamlessly to dynamic work demands.
Qualified applicants who satisfy the listed criteria are encouraged to proceed by accessing this hyperlink to submit their application.
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
