Job Details

City:
Kampala
Job Location:
Uganda
Contract Type:
Full time
Job category:
Administrative

Company Details

Company industry:
Financial Services
Company Type:
Employer (Private Sector)
No. of Employees:
51-100

Preferred Candidate

Career level:
Experienced (non-manager)
Degree:
Bachelor's degree
Minimum years of experience:
2-5 years

Professional Skills

• Strong analytical, written and verbal communication; Customer Service Oriented

Language Skills

English, Luganda

Job Description

It is the primary objective of the Client Relations Officer to ensure that EFC Uganda Limited (MDI) is building and maintaining quality relationships with customers in order to build their confidence, trust and loyalty in the EFC Brand and to promote its products and services. This position is accountable to:

• Support Management to ensure the continuous pursuit of improvement in EFC Uganda Limited (MDI) product development, customer relations, communication and marketing strategies;
• Develop, implement and maintain effective mechanisms to ensure compliance with the EFC Uganda Limited (MDI) Customer Care Policy and Customer Protection Policy;
• Build a strong customer care culture with all employees of EFC Uganda Limited (MDI) in order to enhance its reputation in the communities it serves.
• Increase client satisfaction, retention and adoption of key product features;
• Own the branch portfolio of customers, drive best practices and innovation to create more value for the branch;
The Client Relations Officer is primarily responsible to:

• Support the administrative functions of the branch as directed and supervised by the Administration Officer :
o Identify opportunities for potential up-sell and cross-sell and create value story specific to opportunity;
o Initiate the account opening process and submit for authorisation to the admin officer / branch manager;
o Control and manage branch client traffic for efficient service delivery;
o Carry out tasks of brand champion to manage and maintain a strong brand within the premises;
o Supervise the hygiene and sanitation of the branch premises and branch custodian;
o Ensure adequate and supply and efficient store management for the branch;
o Maintain and monitor accurate and updated staff and client registers;

• Manage the EFC Customer Complaint and Customer Protection policies and procedures:
o Ensure the EFC Customer Protection Principles and Customer Complaint process are prominently displayed in the respective premise;
o Promote, drive and enhance customer satisfaction in the branch;
o Actively promote the principles and feedback process with all employees (i.e. development and implementation of training workshops and one-to-one coaching as required) and customers (i.e. development and implementation of customer satisfaction surveys);
o Ensure appropriate follow-up to customer feedback and complaints as prescribed in the Customer Complaint policies and procedures;
o Evaluate and measure severity and importance of feedback and complaints in compliance with the Customer Complaint and Customer Protection policies and procedures;
o Escalate and follow up on customer complaints to ensure completion and closure of issues.


• Support Management with the development and implementation of client relations service boost strategies as required:
o Support the development and implementation of various service excellence campaigns and drives (i.e. road shows, special events, internal campaigns, etc.) and evaluate the results and submit reports;
o Create and deliver recurring client value reporting, highlight customers’ strategic success stories and document for marketing and communications;
o Drive creation and delivery of branch communications;
o Implement and champion marketing and communication strategies in the branch;
o Provide ongoing recommendations to boost client retention and satisfaction;
o Communicate frequently with clients on updates, information, concerns and suggestions;
o Proactively anticipate client needs and identify any potential issues, create recommendations and facilitate actions for resolution;
o Analyse delivery channels within the EFC (i.e. website, e-mail and SMS, walk-in traffic, and incoming telephone calls etc.) identifying deficiencies and working with Management to correct them,
o Create and apply innovative external and internal communication channels that facilitate product knowledge and brand loyalty of staff and clients.

Other tasks and responsibilities that will enable the fulfilment of the above noted responsibilities include:

• Compile data from different surveys and other sources to be used to improve customer relations, marketing and sales techniques and product development;
• Complete periodic and timely reports concerning effectiveness of the company’s marketing strategies, quality of customer care and social impact;
• Receiving, documenting and overseeing the response process for formal complaints (by phone or in person as circumstances dictate);
• Maintaining accurate records of all compliments, complaints and incidents and the solutions applied;
• Performance of any other related duties and responsibilities as assigned by Management.

Position Requirements

The Client Relations Officer requires good practical knowledge of and experience in the principles of customer care and customer protection combined with direct marketing experience and the foresight to see how the intricate day-to-day activities link with and support the achievement of the vision and mission of the EFC. In this regard, specific qualifications and requirements include:

• Bachelors degree in Business related studies including business administration, microfinance, public relations, marketing, communications, etc.;
• Two years related experience;
• Strong computer skills (Word, Excel, Power Point, database, etc.)
• High sales acumen;
• Attention to detail and accuracy;
• Strong analytical, written and verbal communication;
• Capacity for interpersonal, and relationship building skills;
• Outgoing and engaging personality with a compelling customer care and service excellence orientation;
• Ability to be successful in a collaborative team environment;
• Ability to motivate, coach and develop capacities of EFC employees in the realm of service excellence;





About the Company

Commencing operations in 2012, the purpose of the EFC Uganda Limited (MDI) is to provide increased access to specialized financial services for entrepreneurs while contributing to wealth creation, improvement of living conditions and development of the Ugandan private sector.

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