The Ugandan Jobline

Job Title:   Sales & Customer Service Officer
Organisation: UGAFODE Microfinance Limited (MDI)

Duty Station:  Kampala, Uganda

Ref: HR/STAFF/VAC – 3/9/12/21

About US:

UGAFODE Microfinance Limited (MDI) is a registered financial institution in Uganda and is adherent to the Central Bank’s regulations and guidelines and was founded in 1994 to provide quality microfinance services.

Job Summary:  The Sales & Customer Service Officer will be responsible for delivering speedy and reliable customer service by quickly and effectively managing customer feedback in line with UGAFODE standards and market best practices so as to protect the institution’s brand and reputation critical in enhancing professional customer relationships and retention against competition.

Key Duties and Responsibilities:

• Receiving inbound calls: carries out day–to–day interaction with customers on the company’s toll-free service line in order to acknowledge/register, process and manage feedback regarding the institution, service, or product complaints in line with UGAFODE set service standards.
• Make outbound calls: makes outgoing calls to customers for purposes of clarifying KYC account deficiencies, re-activation/closure of dormant accounts, customer appreciation, or for purposes of feedback surveys aimed at fostering improvements in customer service standards at UGAFODE.
• Cross-selling: professionally interacts with customers for purposes of enhancing sales for the institution through availing information on all company products and services to drive growth in Assets (loans) and Liabilities (savings accounts) for UGAFODE (MDI)
• Support Debt recovery efforts: make calls to customers for purposes of ensuring loan recovery for all company loans that are due for write-off and those that are already written off as a means to guarantee a qualitative loan portfolio.
• Sensitizing customers to use mobile banking services: making calls to customers as a way of mobilizing them to tap into the institution’s digital platforms like UGAFODE mobile banking services so as to maximize value through driving non-interest incomes (fees) for the institution.
• Ensure compliance to service standards: executing calls in line with the company’s internal process flow standards and best practices especially related to customer confidentiality, respect, and protection of the company’s sensitive information on a daily basis.
• Reporting: prepares and manages call centre reports related to customer experiences to relevant stakeholders within the institution. Such reports may include; incident reports, business leads, and other forms of feedback aimed at improving UGAFODE’s service standards among others.

Qualifications, Skills and Experience:

• “Minimum” qualification is a Diploma in Business Management/Administration, Marketing, Hospitality, Tourism, Social Sciences and any other relevant courses. Must possess a credit in English & Maths at O- Level.
• Has work experience in a Customer Service /a sales-driven environment.
• Knowledge of the full MS Office suite.
• Possesses knowledge of UGAFODE products & service offering.
• A Solution-focused & result oriented person.
• A person with excellent communication skills.
• Candidate age limit: 21-25 years.
• Females are encouraged to apply.

How to Apply:

All candidates should submit their application letters and updated CVs to the Head of Human Resource via our email: recruitment@ugafode.co.ug The CV should include your telephone contacts, contacts & email address of 3 referees. Your email subject line should include your name & job reference no. Only shortlisted candidates will be contacted.

Deadline: 28th December 2021

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