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Customer Relations Officer job at WATU | Apply Now
Are you looking for Customer Service jobs in Uganda 2025 today? then you might be interested in Customer Relations Officer job at WATU
About the Organisation
Watu Credit, established in 2015 and headquartered in Mombasa, Kenya, is a dynamic non-bank financial institution dedicated to fostering financial inclusion by providing accessible asset financing solutions, particularly for motorcycles and three-wheelers. With a mission to empower individuals and businesses through innovative financial services, Watu Credit has earned recognition for its commitment to customer-centricity and integrity.
The company cultivates a collaborative and inclusive work environment, offering employees opportunities for professional growth and development. As a rapidly expanding organization, Watu Credit provides a range of job opportunities, including roles in human resources, customer care, and territory management, with flexible work arrangements. Since its inception, the company has evolved by integrating technology into its business model, delivering both secured and unsecured lending primarily via mobile services.
Operating across multiple African countries, Watu Credit employs between 1,000 to 5,000 individuals, reflecting its significant presence in the region. The company's core values encompass integrity, innovation, customer-centricity, and sustainability. Demonstrating a strong commitment to corporate social responsibility, Watu Credit actively engages in initiatives aimed at promoting financial literacy and economic empowerment within the communities it serves. For more information, visit their website at www.watuafrica.com.
Kiboga, Uganda
Full Time
Job Title
Customer Relations Officer job at WATU
WATU
Job Description
Customer Relations Officer
WATU
We are looking for a Customer Centric, dynamic, self-driven, and results-oriented individual to join our growing team in the role of Customer Relations Officer.
Job Purpose:
The Client Relations Officer is responsible for end-to-end customer engagement and asset finance on boarding. The role covers sales generation, client on boarding, customer service, and post-sale support in line with Watu Uganda’s mission to empower entrepreneurs.
The Officer will serve as the primary point of contact for customers at the branch—managing walk-ins, inbound and outbound calls, conducting KYC, ensuring smooth on boarding, resolving service issues, and maintaining compliance with company policies.
Position Details:
Job Title: Customer Relations Officer
Reports to: Branch Manager
Location; Kiboga Branch
Duties, Roles and Responsibilities
Lead Generation and Outreach: Generate leads through walk-ins, referrals, and proactive outreach. Support customer outreach campaigns (e.g., Lead follow up, Ownership transfers (logbooks), satisfaction surveys)
Product Presentation and Client Assessment: Present asset finance products (boda, simu, and any other Watu products) to prospective clients. Conduct pre-assessment of clients’ financial standing to recommend suitable products
Customer KYC and Documentation Verification: Conduct thorough KYC, ensuring the authenticity of documents and accurate system uploads. Verify guarantors, referees, and next of kin details, confirming their awareness and consent
Loan Agreement Explanation and Compliance: Explain loan agreements in detail—covering terms, repayment schedules, obligations, and consequences of breach. Ensure all onboardings comply with company policies, contractual terms, and regulatory requirements
Customer Support and After-Sales Service: Provide face-to-face and phone-based assistance for all product-related inquiries. Educate customers on product usage, payment methods, and value-added services. Assist customers with after-sales services, including escalating repairs and managing returns etc
Problem Resolution: Resolve product or service issues by clarifying the customer’s complaint, determining the cause of the problem, and selecting the best solution to meet the customer’s needs. Troubleshoot queries related to all Watu products and escalate unresolved issues related to theft, replacements, insurance, GPS, and product servicing to the right channels, ensuring timely follow-up. In addition, Support customers Watu appcustomers with basic app issues (e.g. updates, login failures, PIN resets, change of primary phone number, installation etc)
Database Management and Record-Keeping: Maintain an up-to-date database with accurate information on all customer interactions and service delivery queries/complaints. Maintain accurate records of all customer interactions, loan processing, and asset management activities
Feedback and Continuous Improvement: Participate in training sessions and learning opportunities to expand knowledge of the company, products, and customer service best practices. Provide constructive feedback on the efficiency and effectiveness of customer service processes
Reporting and Performance Tracking: Submit periodic performance and activity reports to supervisors. Facilitate loan closures through asset sales and settlements
Watu App Advocacy and onboarding Integration: For all Boda/EV disbursements, ensure that customers download and sign up to the Watu App
Perform any other duties as may be assigned, demonstrating flexibility and commitment to the team
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Required Qualifications and Skills:
Minimum: Diploma in Business Administration, Sales, Customer Service, or related field (Bachelor’s degree preferred)
Proven experience of 2–3 years in asset financing, customer service, or a similar role in a field or marketing executive role
Excellent presentation, interpersonal and communication skills with fluency in Luganda, Runyoro, Runyankole, Rutooro etc or other widely spoken languages around the region is required to effectively engage with local communities
Strong networking and relationship-building abilities
Passion for sales and customer engagement
Proficiency in MS Office (Word, Excel, PowerPoint). – Ability to multitask, prioritize, and work in fast-paced environments
Behavioural Competencies: – Integrity and accountability. – Problem-solving mind set with empathy for customers
Ability to work under pressure and manage multiple priorities
How to Apply
Mode of Application;
All suitably qualified and interested candidates should send a copy of their updated CV via this Link https://watu.applytojob.com/apply/NVOZY9ArSY/Customer-Relations-Officer
Note: Only shortlisted candidates will be contacted. Any efforts to influence the recruitment process will lead to automatic disqualification & blacklisting.
The Deadline for applications is not later than 5:00 PM, Monday 24th November 2025
