senior Customer Relations Officer

Job Ref No For009 | Published on Sep 16, 2019 12:00 AM

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Job Category:


Duty Station:

 Fortportal, UG

Employment Type:


Salary Scale:

 Not Specified


 Dec 31, 2019 11:59 AM

Number of Positions:


Age Limit:

 Not Specified


The Senior 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 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

Key Duties & 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 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

  • 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


Personal specifications:

  • Strong leadership teams and initiative

  • Good computer skills in using G-suit

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

  • At least 2 years of work experience serving as Senior Customer Relation Officer with a reputable organisation

Others/Extra Details

  • Customer care / service training with recognised institutions
  • Good customer experience track record and the ability to deal with difficult clients.
  • Must possess a high level of professionalism and integrity.
  • Proficiency in atleast 2 local languages preferably in  Luganda, Lusoga, Runyankole, Itesot, Acholi, Langi and Luteso. An advantage would be given to those who also speak Gishu, Lusoga or Lukonjo
  • Good verbal and phone communication skills
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