The Ugandan Jobline

 

Job Title:    Customer Relations Officer
(Several Job Vacancies)

Organisation: Tugende

Duty Station:
Any of our branches of operations, Uganda

Job opening: 3^rd
February, 2021

 

About Tugende

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 over 35,000
customers.

 

Job Summary:  The Tugende Customer Relation’s main purpose
is to make applicants, customers and visitors feel welcome, cared for and
respected while having their needs addressed in an empathetic and professional
manner. As the initial point of contact for most guests, the Customer Relations
Officer is responsible for creating a great first impression of Tugende! You
will also ensure that customers continue to have the best experience possible
throughout their journey with Tugende.

 

Tugende’s mission
is: “Helping people help themselves”. The Tugende Customer Relations Officer
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. In addition, when customers are happy with their experience, they
are more likely to be better customers (e.g. repay better, be more kind to
staff), come back for repeat business, and recommend Tugende to others. These
outcomes help Tugende achieve its mission and grow as a business!

 

Key Duties and Responsibilities:  The job holder will be assigned to deliver on
the following assignments.

·       
Carry
monthly Market Feedback Analysis and execute customer-facing surveys every
quarter.

·       
Welcome
customers who enter Tugende’s compound and help them meet their needs promptly,
professionally, and with empathy

·       
Resolve
customer complaints directly or direct them to the relevant person and function

·       
Attend
to the toll-free line by explaining application procedures, answering
questions, confirming prices and receiving feedback.

·       
Record
and track customer inquiries, requests, and complaints in the Customer Feedback
log.

·       
Disseminate
information about payment plans, promotions etc to customers.

·       
Interview
customers for success stories and encourage completed customers to come for new
leases.

·       
Identify
areas for improvement in customers’ experience with Tugende, and propose and
implement solutions.

·       
Note: This
job description gives a general guideline, and therefore does not include an
exhaustive list of all duties and responsibilities.

 

Qualifications, Skills and Experience:

Preferred skills,
knowledge & abilities

·       
Computer
literate with the ability to use MS Office and Google Suite.

·       
Must
possess a high level of professionalism and integrity.

·       
Speak a
variety of local languages e.g. Luganda, Lusoga, Runyankole, Itesot, Acholi,
Langi, Gishu, Lusoga or Lukonjo among others.

·       
Good
verbal and phone communication skills.

·       
Good
customer service skills to deal sensitively with customers.

 

Preferred
qualifications and experience

·       
Minimum
of a Bachelor’s Degree in Business Administration, Social Sciences, Social Work
Social Administration from a recognised institution of learning

·       
At least
one year of work experience serving as Customer Relation Officer from a
reputable organisation.

 

Key Competencies

·       
Hold
values similar to our own:
Integrity;- Empathy, Teamwork, Solutions Oriented and Always growing.

·       
Confidentiality: Able to handle sensitive information
professionally and confidentially.

·       
Positive
Attitude: the main 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, seek direct feedback and see every
challenge as an opportunity to grow.

 

Benefits

What will you gain?

·       
Career
Trajectory: This is a role
with significant leadership potential to grow as the company operations grow.
Someone who does this job can be promoted to; Senior Customer Relations
Officer, Customer Relations Team Leader, Customer Relations Coordinator, Deputy
Branch Leader, Junior Branch Leader, Branch Leader, Senior Branch Leader, with
a possibility of crossing to other operations and other departments’ functions.

·       
Meaningful
Work: Tugende’s work gives
entrepreneurs the opportunity to earn a better living for themselves and their
families. We are changing East Africa’s asset-finance industry by building a
sustainable business that ignites financial development. Join this movement!

·       
Great
Team: Tugende has a smart,
fun, and growing team of ~489 employees. We take our work seriously, but love
to joke and have fun. We regularly have fully-paid, voluntary team outings, as
well as fun parties for our customers. Our headquarters are in Kampala, Uganda
and we are rapidly expanding in East Africa.

·       
Hours
and compensation: This
position is for an ambitious, full-time employee who will take on additional
responsibilities and projects as they arise. Tugende offers competitive
salaries and benefits that reflect a person’s contributions to the company’s
mission and growth.

 

More About Tugende

Tugende means “let’s
go” in Luganda and signifies the company’s mission and what you say on the back
of a motorcycle taxi. Tugende has been recognized as a 2012 Unreasonable
Fellow,2014 Echoing Green Global Fellow,2016 GSBI Fellow, and received the MIT
Zambezi prize in 2015 as one of the top 3 financial inclusion start-ups in
Africa. We have appeared in The Guardian, BBC, Economist, and elsewhere.

 

As part of our
regional expansion in East Africa, Kenya is now launched! Beyond geographic
growth, Tugende’s future will include multiple asset finance products and tools
to help Tugende to reach millions of customers without losing high touch
personal support.

 

How to Apply:

All candidates who
wish to join Tugende in the aforementioned capacity should apply online at the
link below.

 

Click
Here

 

Deadline: Open

 

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latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

 

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