Senior Customer Relations Officer Jobs – Tugende

 Senior Customer Relations

Organisation: Tugende

Duty Station: Headquarters, Kampala, Uganda

About Tugende:

Tugende is a
technology enabled asset finance company with a social mission. We provide an
affordable path to ownership of income-generating assets for proven
entrepreneurs. Our primary product is a lease to own motorcycle financing
package which includes training, life and health insurance, and active support.
Tugende currently serves tens of thousands of clients in Uganda and we are
preparing to extend our offering into Kenya.

With a market for
motorcycle taxis of over 800,000 drivers in East Africa alone, Tugende is
expanding rapidly in our core product. We are also building a platform with our
staff, branches, data, systems, and deep knowledge of the informal sector, to
expand into other asset financing as successfully as we have with our current
core product.

Job Summary:  The
Senior Customer Relation Officer’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 Senior 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
focused on people: “Helping people help themselves”. As a Senior
Customer Relations Officer, you will be responsible for making 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: 

  • 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
  • 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
  • Participates in customer relations
    activities like completion socials and loyalty programs. Help tailor
    communications to customers
  • Identify areas for improvement in
    customers’ experience with Tugende, and propose and implement solutions
  • Perform any other duties assigned.

Qualifications, Skills and Experience: 

  • The ideal candidate for the Tugende
    Senior Customer Relations Officer job should preferably hold a Bachelor’s
    degree in Business Administration, Social Sciences, Social Work Social
    Administration from a recognised institution of learning
  • Customer care / service training with
    recognised institutions


  • At least 2 years of work experience
    serving as Senior Customer Relation Officer with a reputable organisation
  • Good customer experience track record
    and the ability to deal with difficult clients.

Knowledge and abilities

  • Strong leadership teams and initiative
  • Good computer skills in using G-suite
  • Must possess a high level of professionalism
    and integrity.
  • Proficiency in at least 2 local
    languages preferably in Luganda, Lusoga, Runyankole, Atesot, Acholi, Langi
    and Luteso. An advantage would be given to those who also speak Gishu,
    Lusoga or Lukonjo
  • Good verbal and phone communication

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: maintain a mindset of
    “getting things done” and finding satisfaction in developing sustainable
    long-term solutions at all times
  • Flexible and
    Willingness to travel, flexible in schedule and work hours, seek
    direct feedback and see every challenge as an opportunity to grow.


  • 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 System Developer,
    Coordinator of innovations, Senior Systems developer, among others.
  • Career Development: You will constantly develop
    skills and further your career while working with Tugende by building
    knowledge and skills using Tugende systems, understanding of lease
    accounting, Improve computer skills, learning new methods to work with
    clients and help them overcome repayment challenges, Stay abreast of new
    innovations and financial services so as to better meet customer needs,
    participate in programing: Attend career development programs organized by
    Tugende and learn how to ride a motorcycle
  • Hours and
    This position is for a full-time employee who can take on
    additional responsibilities as new tasks and projects come up.
  • Meaningful Work: Tugende’s work gives
    entrepreneurs the tools to earn a living for themselves and their
    families. We are changing the face of the boda industry in Uganda, and
    proving that young men with little education can take on the responsibility
    of financing a significant asset and earning a livable wage. Help be part
    of this movement!
  • Great Team: Tugende has a smart, fun,
    and growing team of 250+ 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 clients. Our headquarters are in
    Kampala, and we also have offices in Eastern and Western Uganda.

How to Apply:

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


Deadline: 25th August 2019

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