Job Title: Customer Relations Officer (Fresher Jobs)
Organisation: WATU Credit Limited
Duty Station: Kampala, Uganda
About Organisation:
WATU Credit Limited is a focus driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life. As Africa’s fastest-growing Asset Finance Company, we see the continent’s bright and prosperous future and want to be part of making it a reality.
Job Summary: The Customer Relations Officer will be responsible for providing exceptional customer care support to our electric bike clients Portfolio, ensuring a positive experience and fostering long-term relationships to drive Adoption to Electric Mobility.
Key Duties and Responsibilities:
- Resolve customer complaints comprehensively, ensuring all issues are fully addressed and documented through the CRM Tool, and Other Resolution Trackers.
- Attend all feedback touchpoints, including the call Center-Branch Connections, Branch walk-ins, WhatsApp, and email. Share weekly reports on key customer complaints to track progress and identify trends.
- Provide timely feedback to customers regarding their queries and escalate any unresolved issues to management immediately.
- Protect the company’s image by promptly alerting management to any negative feedback received.
- Collaborate with internal teams, including insurance, collections, maintenance, and swap operations, Recovery etc. to ensure efficient resolution of client issues.
- Update clients on new product developments during face-to-face interactions and via WhatsApp to keep them informed and engaged.
- Maintain communication with clients in WhatsApp groups, actively engaging them to gain insights into their experiences with our electric bikes.
- Build and nurture positive relationships with existing clients to drive referrals and enhance customer loyalty.
- Follow up on potential clients and leads generated through call center inquiries to help close deals and assist the sales and marketing teams in driving sales.
- Act as the go-to person for all EV product inquiries at the branch level, providing knowledgeable support and guidance.
- Manage the EV Corner to educate all walk-in clients about our electric bikes and financing options, creating awareness and promoting our sustainability goals.
Qualifications, Skills and Experience:
- Bachelor’s Degree/Diploma in Business Administration, Marketing, Communication, or a related field.
Experience
- 2+ years in customer service, client relations, or sales within the financial services or lending industry.
- Experience in asset finance or electric mobility solutions is an added advantage.
- Strong interpersonal and communication abilities, customer-focused mindset, and problem-solving skills.
Technical Skills:
- Understanding of financial products, particularly asset-based lending.
- Proficiency in CRM systems and Microsoft Office Suite.
- Knowledge of electric bike technology and market trends is a plus.
- Valid driver’s license (Class B or equivalent) to facilitate field engagements.
- Certification or training in customer service excellence (e.g., Customer Service Certification, CRM training).
- Willingness to travel locally for customer interactions and follow-ups.
How to Apply:
All suitably qualified candidates should apply online at the link below.
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