Customer Relations and Administration Officer job at Tugende

Job Title:   Customer Relations and Administration Officer
Reports to:  Branch Executive
Location: Luwero
Application Opening: 7th Oct 2026
Application Deadline: Open (rolling applications until filled)

About Tugende

Tugendeuses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs to grow and thrive. 

Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 70,000+ clients and has hundreds of employees serving clients across branches in Uganda and Kenya.

About the role

The Customer Relations Officer is responsible for delivering excellent customer service while providing effective branch administration support and contributing to customer acquisition, retention, and branch growth. The role serves as the first point of contact for customers and visitors, ensuring their inquiries, documentation, training, and service needs are handled professionally, efficiently, and empathetically while maintaining accurate records and supporting smooth branch operations.

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

1. Business Growth & Development

• Support branch growth by contributing towards allocated monthly disbursement and customer acquisition targets.
• Participate in lead generation and customer conversion activities.
• Support branch sales and marketing initiatives to attract and retain customers.
• Engage prospective customers by providing product information and guiding them through Tugende’s processes.
• Participate in branch activities aimed at improving revenue growth and customer experience.
• Ensure any portfolio assigned to you is within the company PAR 0 targets

2. Customer Experience & Front Desk Management

• Welcome and attend to walk-in applicants, customers, and visitors, creating a positive first impression of Tugende.
• Provide professional guidance to customers on Tugende products, services, payment plans, account balances, insurance, statements, logbook processes, and other inquiries.
• Understand customer needs and provide accurate information or direct customers to the appropriate support channels.
• Receive, document, and follow up on customer requests, complaints, PSV applications, and service inquiries through the Staff App and other approved systems.
• Ensure customer concerns are handled promptly and escalated appropriately for timely resolution.
• Engage customers to understand their experience with Tugende and identify opportunities to improve service delivery.
• Maintain a professional, welcoming, and customer-friendly branch environment.

3. Branch Administration & Records Management

• Support effective branch administration and smooth daily operations.
• Requisition funds required for branch operational activities and follow up with relevant approval authorities.
• Maintain accurate records and trackers for branch operational funds, including:
  • Individuals receiving funds, supported by signed acknowledgments or confirmation emails.
  • Purpose and utilization of funds issued.
  • Weekly accountability and reconciliation before additional funds are requested.
• Maintain accurate customer and branch records, ensuring all documents are properly filed and easily accessible.
• Manage printing, filing, and storage of operational documents, including:
  • Customer agreements.
  • Tenancy agreements.
  • Other branch-related documentation.
• Ensure customer records and documentation are complete and updated in the system.
• Support the Branch Executive with administrative activities as assigned.
• Supervise the Office Assistant to ensure the branch premises remain clean, organised, and presentable.

4. Customer Training & Onboarding

• Conduct customer onboarding and training on Tugende products, processes, policies, and customer responsibilities.
• Educate customers on:
  • Payment plans and payment procedures.
  • Approved payment channels and the No Cash Policy.
  • Consequences of delayed or missed payments.
  • Prepayments and their benefits.
  • Finance terms and conditions.
  • Asset care, security, and maintenance requirements.
• Register new customers through the Staff App or CRM and ensure accurate capture of customer information and KYC documentation.
• Ensure all customer profiles have mandatory documentation, including National ID and TIN details.
• Facilitate FAQ sessions after customers complete training videos.
• Train customers and guarantors on:
  • Asset acquisition terms and conditions.
  • Their responsibilities and obligations.
  • Guarantor expectations in supporting the customer.
• Educate customers on Asset Insurance, including coverage, benefits, and claims procedures.
• Guide customers on reporting channels in case of asset theft or emergencies.
• Update the system upon successful completion of customer and guarantor training.
• Provide recommendations to improve customer training content and delivery.

5. After-Sales Support & Customer Retention

• Support customers throughout the post-acquisition journey by providing timely assistance and follow-up on
  • Outstanding qualification requirements.
  • Asset readiness and disbursement processes.
  • Logbook requirements and issuance.
• Support logbook transfers for customers who have completed payment obligations.
• Provide customer documentation, follow-ups, and escalations as required.
• Conduct customer verification calls to confirm payments, contract validity, and customer satisfaction.
• Print and issue third-party and PSV stickers to eligible customers.
• Share customer payment balances and account information upon request.
• Follow up with insurance providers on customer claims to support timely processing and reimbursement.
• Organise customer engagement activities, including completion socials and customer appreciation events.
• Support customer retention initiatives through regular engagement, reminders, promotions, and relationship management.

Key Requirements- Qualification, Knowledge, Experience and skills;

• Diploma or Bachelor’s degree in Business Administration, Marketing, Customer Service, Office Administration, or a related field.
• Minimum 2 years’ experience in customer service, administration, sales, relationship management, or a similar role.
• Experience in financial services, fintech, microfinance, or asset finance is an added advantage.
• Strong customer service, communication, administrative, and record-keeping skills.
• Proficiency in Microsoft Office and digital/CRM systems.
• Demonstrated ability to support customer acquisition, retention, and branch business growth.
• High level of integrity, organisation, attention to detail, and problem-solving ability.

• Support branch growth by contributing towards allocated monthly disbursement and customer acquisition targets.
• Participate in lead generation and customer conversion activities.
• Support branch sales and marketing initiatives to attract and retain customers.
• Engage prospective customers by providing product information and guiding them through Tugende’s processes.
• Participate in branch activities aimed at improving revenue growth and customer experience.
• Ensure any portfolio assigned to you is within the company PAR 0 targets
• Welcome and attend to walk-in applicants, customers, and visitors, creating a positive first impression of Tugende.
• Provide professional guidance to customers on Tugende products, services, payment plans, account balances, insurance, statements, logbook processes, and other inquiries.
• Understand customer needs and provide accurate information or direct customers to the appropriate support channels.
• Receive, document, and follow up on customer requests, complaints, PSV applications, and service inquiries through the Staff App and other approved systems.
• Ensure customer concerns are handled promptly and escalated appropriately for timely resolution.
• Engage customers to understand their experience with Tugende and identify opportunities to improve service delivery.
• Maintain a professional, welcoming, and customer-friendly branch environment.
• Support effective branch administration and smooth daily operations.
• Requisition funds required for branch operational activities and follow up with relevant approval authorities.
• Maintain accurate records and trackers for branch operational funds, including: Individuals receiving funds, supported by signed acknowledgments or confirmation emails; Purpose and utilization of funds issued; Weekly accountability and reconciliation before additional funds are requested.
• Maintain accurate customer and branch records, ensuring all documents are properly filed and easily accessible.
• Manage printing, filing, and storage of operational documents, including: Customer agreements; Licences; Tenancy agreements; Other branch-related documentation.
• Ensure customer records and documentation are complete and updated in the system.
• Support the Branch Executive with administrative activities as assigned.
• Supervise the Office Assistant to ensure the branch premises remain clean, organised, and presentable.
• Conduct customer onboarding and training on Tugende products, processes, policies, and customer responsibilities.
• Educate customers on: Payment plans and payment procedures; Approved payment channels and the No Cash Policy; Consequences of delayed or missed payments; Prepayments and their benefits; Finance terms and conditions; Asset care, security, and maintenance requirements.
• Register new customers through the Staff App or CRM and ensure accurate capture of customer information and KYC documentation.
• Ensure all customer profiles have mandatory documentation, including National ID and TIN details.
• Facilitate FAQ sessions after customers complete training videos.
• Train customers and guarantors on: Asset acquisition terms and conditions; Their responsibilities and obligations; Guarantor expectations in supporting the customer.
• Educate customers on Asset Insurance, including coverage, benefits, and claims procedures.
• Guide customers on reporting channels in case of asset theft or emergencies.
• Update the system upon successful completion of customer and guarantor training.
• Provide recommendations to improve customer training content and delivery.
• Support customers throughout the post-acquisition journey by providing timely assistance and follow-up on Outstanding qualification requirements; Asset readiness and disbursement processes; Logbook requirements and issuance.
• Support logbook transfers for customers who have completed payment obligations.
• Provide customer documentation, follow-ups, and escalations as required.
• Conduct customer verification calls to confirm payments, contract validity, and customer satisfaction.
• Print and issue third-party and PSV stickers to eligible customers.
• Share customer payment balances and account information upon request.
• Follow up with insurance providers on customer claims to support timely processing and reimbursement.
• Organise customer engagement activities, including completion socials and customer appreciation events.
• Support customer retention initiatives through regular engagement, reminders, promotions, and relationship management.

• Strong customer service skills
• Communication skills
• Administrative skills
• Record-keeping skills
• Proficiency in Microsoft Office
• Proficiency in digital/CRM systems
• Ability to support customer acquisition
• Ability to support customer retention
• Ability to support branch business growth
• High level of integrity
• Organisation skills
• Attention to detail
• Problem-solving ability

• Diploma or Bachelor’s degree in Business Administration, Marketing, Customer Service, Office Administration, or a related field.
• Minimum 2 years’ experience in customer service, administration, sales, relationship management, or a similar role.
• Experience in financial services, fintech, microfinance, or asset finance is an added advantage.