Job Title: Sales & Customer Service Officer
Organisation: UGAFODE Microfinance Limited (MDI)
Duty Station: Kampala, Uganda
Ref: HR/STAFF/VAC – 05/07/23/1
About US:
UGAFODE Microfinance Limited (MDI) is a registered financial institution in Uganda and is adherent to the Central Bank’s regulations and guidelines and was founded in 1994 to provide quality microfinance services.
Job Summary: The Sales & Customer Service Officer will be responsible for delivering speedy and reliable customer service by quickly and effectively managing customer feedback in line with UGAFODE standards and market best practices so as to protect the institution’s brand and reputation critical in enhancing professional customer relationships and retention against competition.
Key Duties and Responsibilities:
- Receiving in-bound calls: carries out day –to- day interaction with customers on the company’s toll free service line in order to acknowledge/register, process and manage feedback regarding the institution, service or product complaints in line with UGAFODE set service standards.
- Make out-bound calls: Makes outgoing calls to customers for purposes of clarifying KYC account deficiencies, re-activation/closure of dormant accounts, customer appreciation or for purposes of feedback surveys aimed at fostering improvements in customer service standards at UGAFODE.
- Cross selling: Professionally interacts with customers for purposes of enhancing sales for the institution through availing information on all company products and services to drive growth in Assets (loans) and Liabilities (savings accounts) for UGAFODE (MDI)
- Support Debt recovery efforts: Make calls to customers for purposes of ensuring loan recovery for all company loans that are due for write-off and those that are already written off as a means to guarantee a qualitative loan portfolio.
- Mobilization of customers to use mobile banking services: Making calls to customers as a way of mobilizing them to tap into the institution’s digital platforms like UGAFODE mobile banking services so as to maximize value through driving non interest incomes (fees) for the institution.
- Ensure compliance to service standards: Executing calls in line with company’s internal process flow standards and best practices especially related to customer confidentiality, respect and protection of company’s sensitive information on daily basis.
- Process reporting: Prepares and manages call center reports related to customer experiences to relevant stakeholders within the institution. Such reports may include: incident reports, business leads, and other forms of feedback aimed at improving UGAFODE’s service standards among others.
Qualifications, Skills and Experience:
- Minimum of Diploma in Business management/Administration, Marketing, Economics or any other business related subject.
- One year of related work experience in a financial institution or from any Customer care/sales-driven environment
- Prior experience from Hospitality, tourism and customer care are desired.
- Good computer literacy with excellent use of MS Office – Excel, Word, PowerPoint
- Knowledge of UGAFODE product & service offering.
- Solution-focused, flexible thinker with a strong “can do” attitude
- Good verbal and listening skills
- Result oriented. Good negotiation, influencing and interpersonal skills, and ability to work with others.
- Proactive self-starter with strong organizational and time management skills
- Communication skills (email and phone etiquette)
- Integrity, transparency and confidentiality
How to Apply:
If you believe you meet the requirements as stated, submit an application letter together with an up-to-date CV to our email: recruitment@ugafode.co.ug Save the Documents as Your Full Name & indicate the job title you are applying for in the Email Subject Line. Your applications should be addressed to the Head of Human Resources
Deadline: 8th July 2023 by 12:00pm
Note: Ladies are encouraged to apply