Customer Relations Manager Job Vacancy – Tugende

Organisation: Tugende
Duty Station:  Kampala, Uganda
About US:
Tugende is a for-profit social enterprise providing asset
and SME finance, leasing, insurance, and financial literacy to new customers,
and consumer finance to qualified existing customers. It was formally
established in 2012 in Uganda and is a technology-enabled asset financier of
income-generating assets for proven entrepreneurs, using a lease-to-own product
to offer an affordable path to ownership of these assets. Tugende empowers
customers unable to access formal credit and has financed 30,000 customers.
Job Summary:  The
Customer Relations Manager’s main purpose is to manage three specific areas of
the department to include insurance, social media and customer relations branch
representatives. The Manager is responsible for establishing and monitoring a
Tugende call center within the Head Operations office to create the best
customer experience throughout Uganda. Tugende’s mission is focused on people:
Helping people help themselves. As the Customer Relations Manager, your goal
will be to make sure that our customers have the best experience possible
throughout their journey with us so that they are in the best position to help
themselves. These outcomes help Tugende achieve its mission and grow as a
Key Duties and Responsibilities: 
Ensure outstanding handling of client issues
throughout the implementation life cycle at the branches.
Establish Tugende’s call center and maintain
best practices for scaling across Uganda.
Supervise social media social media strategy
implementation across branches in line with CCO.
Maintain complete and accurate customer data and
propose strategy and projects to help drive business decisions.
Identify areas for improvement in customers’
experience with Tugende, and propose and implement solutions.
Mentor, guide, and lead customer relations
department through leadership exercises monthly.
Guide and lead team members to deliver
products/services that meet or exceed the customer requirements at the
Ensure standardize video and media messages
communicated to clients across Tugende branches.
Streamline the insurance processes to maintain
customer satisfactions.
Work directly with the CCO to identify
additional products and services customers are requesting.
Delivering a comprehensive service to enquiring
customers through a standardized process.
Actively manage all social media responses and
proactively reply in a positive tone.
Provide detailed reports on customer relations
trends and feedback while properly implementing solutions to improve our
services and customer retention.
Note: This job
description gives a general guideline, and therefore does not include an
exhaustive list of all duties and responsibilities

Qualifications and Work
At least 7 years in Customer Service leadership
Minimum of a Bachelor’s Degree in Business
Administration, Social Sciences, Social Work Social Administration from a
recognized institution of learning.
Detailed oriented and ability to manage several
projects simultaneously.
Extensive experience working with team members
of various backgrounds.
Must possess a high level of professionalism and
Outstanding communication and results driven.

Personal Attributes and
Innovation: develops new, better or
significantly different ideas, methods, solutions or initiatives within your
role that result in improvement of the departmental output and Tugende as a
Accountability: holds self and
others accountable for all work activities, research and personal actions and
decisions, follows through on commitments and focuses on those activities that
have the greatest impact on meeting measurable high quality results for the
departmental success.
Service excellence: knowledge of and
ability to put into action customer service concepts, processes, and techniques
to access internal and/or external customers’ needs and expectations and meet
or exceed those needs and expectations through providing excellent service
directly or indirectly.
Planning and organizing: develops
clear goals that are consistent with agreed strategies; identifies priority
activities and assignments; adjusts priorities as required; allocates
appropriate time and resources for completing work; foresees risks and allows
for contingencies when planning; monitors and adjusts plans and actions as
Interpersonal relationships:
knowledge of and the ability to effectively interact within and across
departments/units in a constructive and collaborative manner.
Excellent oral and written communication
: understands effective communication concepts, tools and
techniques, ability to effectively transmit, explain complex technical concepts
in simple, clear language appropriate to the audience, and receive, and
accurately interpret ideas, information, and needs through the application of
appropriate communication behaviors.
Professionalism and maintaining the Tugende
Employer Brand:
maintains professionalism in all correspondence and
being empathetic and personable
Positive attitude: maintains a
mindset of “getting things done” and finding satisfaction in developing
sustainable long-term solutions at all times.
Flexible and resilient: willingness
to travel, flexible in schedule and work hours, seeks direct feedback and sees
every challenge as an opportunity to grow.
How to Apply:
All candidates are strongly encouraged to apply online at
the link below.
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