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About the Organisation
Senior After Sales Process Officer job at Watu Credit Ltd | Apply Now
Kampala, Uganda
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.
Are you looking for Marketing and Sales jobs in Uganda 2025 today? then you might be interested in Senior After Sales Process Officer job at Watu Credit Ltd
Full Time
Deadline:
28 Oct 2025
Job Title
Senior After Sales Process Officer job at Watu Credit Ltd
Watu Credit Ltd
Job Description
Senior After Sales Process Officer – Watu Credit (Uganda)
Company: Watu Credit Ltd
Location: SIMU HQ, Uganda
Reports to: Product Manager, SIMU
Direct Reports: After Sales Support Officers
Indirect Reports: Branch Retail Officers, In-House Couriers
Application Deadline: Tuesday, 28th October 2025 (by 5:00 PM)
We are seeking a dynamic, self-driven, and results-oriented Senior After Sales Process Officer to join our growing SIMU team and play a key role in strengthening our aftersales operations nationwide.
Role Overview
The Senior After Sales Process Officer will lead and oversee all SIMU aftersales and service operations across branches, dealerships, and third-party providers.
This role ensures efficient, secure, and SLA-compliant resolution of all device-related issues while maintaining strong relationships with Samsung’s authorized service network.
You will champion process compliance, lead audits, drive continuous improvement, and collaborate with cross-functional teams to enhance customer satisfaction and operational efficiency.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
All suitably qualified and interested candidates should submit an updated CV through the link below: CLICK THE APPLY BUTTON BELOW TO SEE DETAILS AND APPLY
Note:
Only shortlisted candidates will be contacted.
Any attempt to influence the recruitment process will result in automatic disqualification and blacklisting.
🕔 Application Deadline: 5:00 PM, Tuesday, 28th October 2025
Find application details and links on the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
Important Note: Some employers now hire directly on the AfriCareers New Jobs Portal — keep your profile updated so employers can easily view your CV and hire you instantly.
How to Apply
Aftersales Leadership & Case Oversight
Supervise and support After Sales Support Officers in managing all case types (thefts, recoveries, returns, replacements, and repairs).
Ensure high SLA compliance, data integrity, and documentation accuracy.
Act as the final escalation point for complex cases, coordinating with the Group Back Office as needed.
Service Centre & Partner Relationship Management
Coordinate daily operations with Samsung’s local and regional warranty/service teams.
Track service centre turnaround times and enforce SLA adherence through proactive follow-ups.
Approve exceptional or disputed cases and ensure timely resolution.
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Compliance & SOP Enforcement
Conduct periodic audits at branches and dealer points to ensure full adherence to SOPs.
Lead root-cause analysis for compliance breaches and retrain teams as necessary.
Refine and update SOPs to improve efficiency, accuracy, and alignment with company policies.
Product Quality Assurance & Asset Protection
Collaborate with the Group Product Team on QA and UAT for new device models and software updates.
Identify recurring defects and escalate insights to the OEM and Product Team.
Monitor asset security issues including theft, tampering, and flashing trends.
Process Improvement & Innovation
Continuously analyze operational workflows, identify bottlenecks, and implement improvements.
Leverage automation tools (e.g., Google Apps Script) to optimize SLA visibility and reduce manual processes.
Design and maintain Google Forms and integrated dashboards for data capture, analytics, and reporting.
Partner with cross-functional teams to produce actionable insights and performance reports.
Team Enablement
Strengthen branch and dealership aftersales capacity through training, empowerment, and process decentralization.
Mentor After Sales Support Officers and promote continuous skill development.
Financial & Budget Management
Prepare and monitor quarterly aftersales budgets (e.g., repairs, refunds, courier fees, and third-party rewards).
Track expenditures, manage variances, and ensure cost efficiency.
Conduct ROI and cost-benefit analyses for assigned budget lines.
Reporting & Analytics
Prepare biweekly and monthly consolidated reports covering all aftersales activities.
Use data insights to guide management decisions, identify risks, and support process improvements.
Success Indicators (KPIs/OKRs)
Efficient, high-performing aftersales operations across all regions.
Strong service relationships and consistent Samsung SLA compliance.
Well-trained and confident aftersales teams across branches and dealerships.
Minimal documentation or compliance errors.
Early identification and resolution of product or service-related issues.
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