About this role

• We are looking for a Customer Relations Officer who will be responsible for receiving clients on site while having their needs addressed in an empathetic and professional manner. As the initial point of contact, the 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. This role reports to the assigned Branch Leader and the Customer Relations Coordinator.
• The successful candidate will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team, and Always Growing.

Key Responsibilities

Front Desk & Administration

• Attending to walk-in clients at the branch, taking them through our product catalogue, and guiding them on all their inquiries. i.e payment plans, balances, insurance, client statements, log books, etc
• Logging in clients\’ requests into the system (Staff App) and documenting issues, complaints, PSV, and client statements.
• Requisitioning the funds required to run the branch operational activities and follow through with the approving authority.
• Develop trackers for record keeping purposes, with proper details of float allocation to show:
  • Who has been assigned money (Individual signatures captured before money is issued to them, or receipt confirmation mail)
  • How the funds have been used – Purpose for which the float is released.
  • Weekly accountability for any money requisitioned before another request is placed.

Training

• Train the clients on the dos and don\’ts of Tugende, especially on the payment plans and procedures, emphasising on NO CASH policy.
• Register new clients in the system through the staff app or directly to the CRM and update the clients\’ KYC documents.
• Moderate the FAQ session after the clients have watched the videos during the training at the branch.
• Training clients on Finance, security, terms and conditions, and insurance.
• Train clients and guarantors on the Terms and Reference of the Asset Acquisition.
• Training of Guarantors on their responsibility and Tugende’s expectation of them in supporting the Client.
• Training of credit related activities during client acquisition – Prepayments and their benefits, Non-payment and related penalty, acceptable payment channels, and non-cash tolerance.
• Re-emphasize payment and the payment dates to avoid defaulting.
• Educate and train clients about the relevant insurance and how it works.
• Enlighten clients on the reporting channels when their Assets have been stolen.
• Update the system when the clients and guarantors have completed the training.
• Advise clients on the asset service schedules and health and safety guidelines.
• Ensure all clients have their KRA PIN and National ID captured under their profile on the system.
• Advising on the improvement of the training content from time to time.

Customer Service

• Follow up with clients on the requirements for qualification, when the asset is ready for disbursement, logbook requirements, and issuing.
• Timely resolving clients\’ issues when received and also escalating to the respective desks for a quick resolution.

 After-sales

• Facilitate logbook transfers for clients who have completed payment.
• Issue relevant documentation. Escalate concerns and follow up on the matter until resolution.
• Make random calls to buyers, verifying payments and contract validity.
• Print & issue the clients with third-party and PSV stickers.
• Organise social events (completion socials etc)
• Constant follow-up with the insurance for all the claims and ensure there is full reimbursement.
• Share the payment balances with clients when requested.
• File, print, and store all office documents like agreements, licences, tenancy agreements, and client agreements.
• Interact with clients to understand how they relate to their Account Manager and address the areas of concern.
• Support the second hand sales process.
• Sell the Family Care insurance to Tugende clients.

Work Experience and Qualifications

• At least one (1) year of working experience in customer care with a reputable organisation or institute.
• A Diploma obtained from a certified and recognised institution of learning.
• Proficiency in MS Office and G Suite
• Prior experience in using CRM and ERP systems

Technical Skills and Behavioural Attributes

• Should have good oral and written communication skills
• Should have excellent interpersonal skills
• Should have strong analytical skills and attention to detail
• Ability to work under pressure with minimal supervision
• Ability to work flexible shifts and to adapt to changing work schedules

What will you gain?

• Career Development: You will constantly develop skills and further your career while working with Tugende by understanding the financial sector, and learn how to ride a motorcycle!
• Hours and compensation: 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 East Africa 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 hundreds of Employees in Kenya and Uganda. We take our work seriously but love to joke and have fun.