Tugende, a prominent player in Uganda's asset finance sector, has announced a job opening for a Customer Relations and Administration Officer. The successful candidate will be based in Luwero, Uganda, and will report to the Branch Executive. The role involves delivering exceptional customer service, providing administrative support, and contributing to customer acquisition and retention. Tugende uses a customer-centric model, asset finance, and technology to empower informal sector entrepreneurs.
The Customer Relations and Administration Officer will serve as the first point of contact for customers and visitors, handling inquiries, documentation, training, and service needs in a professional and efficient manner. The role requires maintaining accurate records, supporting smooth branch operations, and upholding Tugende's core values of integrity, empathy, solutions orientation, teamwork, and continuous growth. The ideal candidate will have a diploma or bachelor's degree in business administration, marketing, customer service, or a related field.
Key responsibilities of the Customer Relations and Administration Officer include supporting branch growth, participating in lead generation and customer conversion activities, and engaging prospective customers by providing product information. The officer will also be responsible for welcoming and attending to walk-in applicants, customers, and visitors, creating a positive first impression of Tugende. Additionally, they will provide guidance on Tugende's products, services, payment plans, and account balances.
The Customer Relations and Administration Officer will play a crucial role in branch administration and records management, requisitioning funds for branch operational activities, and maintaining accurate records and trackers for branch operational funds. They will also supervise the Office Assistant to ensure the branch premises remain clean, organized, and presentable. Furthermore, the officer will conduct customer onboarding and training on Tugende's products, processes, and policies.
In terms of customer training and onboarding, the Customer Relations and Administration Officer will educate customers on payment plans, approved payment channels, and the consequences of delayed or missed payments. They will also register new customers through the Staff App or CRM, ensuring accurate capture of customer information and KYC documentation. The officer will facilitate FAQ sessions and train customers and guarantors on asset acquisition terms and conditions.
The Customer Relations and Administration Officer will provide after-sales support and customer retention by assisting customers throughout the post-acquisition journey, conducting customer verification calls, and sharing customer payment balances and account information upon request. They will also organize customer engagement activities, including completion socials and customer appreciation events. The officer will support customer retention initiatives through regular engagement, reminders, promotions, and relationship management.
Tugende has financed over 70,000 clients and has hundreds of employees serving clients across 23 branches in Uganda and 10 in Kenya. The company is committed to creating a long-term ecosystem for MSMEs to grow and thrive. The successful candidate will have a minimum of two years' experience in a related field and will be expected to exemplify Tugende's core values.
Key points
- The role requires a diploma or bachelor's degree in business administration, marketing, customer service, or a related field, and a minimum of two years' experience.
- The Customer Relations and Administration Officer will play a crucial role in supporting branch growth, customer acquisition, and retention.
- Tugende uses a customer-centric model, asset finance, and technology to empower informal sector entrepreneurs in Uganda and Kenya.
