Customer Account Manager – Sales & Retention Specialist

Responsabilités

We are seeking individuals for roles focused on account management, sales, and recovery to join our team. Candidates must possess strong interpersonal and communication skills, a results-driven mindset, and the ability to build and maintain client relationships. Responsibilities include overseeing client accounts, driving sales initiatives, and implementing recovery strategies as needed. Proficiency in CRM software and data analysis is essential, along with a proven track record in customer service or sales. Excellent problem-solving abilities and adaptability in a fast-paced environment are required. Tugende The western, eastern, and central regions of Uganda comprise the districts under consideration for this role. Professional Services plays a critical role in ensuring successful client engagements through expert consultation and tailored solutions. This function is responsible for delivering strategic guidance, implementing customized implementations, and providing ongoing support to optimize client outcomes. Candidates must possess strong analytical abilities, exceptional communication skills, and a minimum of five years of relevant experience in a similar capacity. Additionally, proficiency in industry-specific tools and methodologies, along with a track record of driving client satisfaction, is essential. The role demands adaptability to evolving business needs, a collaborative mindset, and the ability to manage multiple high-priority projects simultaneously. Sales, retail, business operations, customer service, and accounting & finance experience is required. The ideal candidate will have a proven track record in driving revenue growth, managing day-to-day business operations, delivering exceptional customer service, and maintaining accurate financial records. Responsibilities include overseeing sales strategies, optimizing retail performance, ensuring operational efficiency, handling customer inquiries and complaints, and preparing financial reports. Additionally, the candidate should possess strong analytical skills, attention to detail, and the ability to multitask effectively in a fast-paced environment. Reports to the Branch Executive, the role will be open for applications starting August 17, 2026, with interviews conducted on a rolling basis until filled. This position will be based across all Eugene locations, spanning the West, East, and Central districts of Uganda. Eugene empowers informal sector entrepreneurs to achieve significant economic growth through asset finance, technological innovation, and a customer-focused approach. Our core asset finance solutions encompass medical and life insurance, specialized training, essential safety equipment, and digital credit profiles, alongside affordable financing options tailored for SMEs. By fostering economic advancement for our clients and establishing digital records of their responsible behavior, we cultivate a sustainable ecosystem that enables MSMEs to expand and prosper. Eugene addresses Africa’s credit gap for small businesses by empowering informal entrepreneurs to acquire income-generating assets, establish a reliable digital credit history, and unlock future growth prospects through its innovative digital platform. The platform offers a suite of benefits, including discounts, smartphones, e-commerce opportunities, and instant access to credit lines. With a track record of financing over 70,000 clients and a dedicated workforce spanning hundreds of employees, Eugene operates across branches in Uganda and Kenya to deliver its services to clients nationwide. We are seeking a seasoned professional to fill a critical position within our team. The ideal candidate will possess a minimum of five years of hands-on experience in the relevant field, along with a proven track record of delivering measurable results in similar roles. Strong analytical skills and the ability to thrive in a fast-paced environment are essential. Key responsibilities include leading strategic initiatives, collaborating with cross-functional teams, and ensuring adherence to industry standards and company policies. This role demands exceptional communication skills, both written and verbal, as well as a commitment to continuous learning and professional development. Additionally, candidates must hold a bachelor’s degree in a related discipline and be proficient in industry-specific software and tools. We are seeking a proactive Account Management Agent to oversee client relationships and ensure their needs are met efficiently. The ideal candidate will handle account inquiries, resolve issues promptly, and maintain accurate records of all interactions. A strong understanding of customer service principles and exceptional communication skills are essential. Additionally, the role requires proficiency in using CRM software to track account activities and generate reports as needed. This position demands a detail-oriented individual capable of managing multiple accounts while delivering consistent, high-quality service. The ideal candidate will embody and champion Eugene’s Core Values—Integrity, Empathy, a Solutions-Oriented mindset, Teamwork, and a Commitment to Continuous Growth. Oversee and execute core duties encompassing the planning, implementation, and monitoring of critical projects, ensuring alignment with organizational objectives and timelines. Develop and maintain efficient workflows, streamline processes, and allocate resources effectively to optimize productivity and performance. Collaborate with cross-functional teams to foster innovation, drive problem-solving initiatives, and achieve strategic goals. Monitor progress through performance metrics, report on key outcomes, and recommend improvements to enhance operational efficiency and effectiveness. Vet and onboard prospective customers in accordance with Eugene’s credit requirements and policies by evaluating eligibility, confirming information and documentation, performing necessary checks, and facilitating customer acquisition. Loan Management responsibilities include overseeing customer loans throughout each stage of the loan cycle, tracking repayment schedules, pursuing outstanding balances, resolving customer inquiries, and escalating delinquent accounts through proper channels when necessary. Manage customer incidents—such as accidents, illness, theft, or asset impoundment—by overseeing and coordinating resolution efforts, while facilitating insurance claims, asset recovery, and associated procedural workflows. Maintain robust after-sales relationships by proactively addressing evolving customer needs, collecting valuable feedback, and driving customer retention initiatives. Identify strategic opportunities to introduce supplementary products and services that align with customer demands. Maintain precise and current customer records, systematically documenting all interactions and agreements within the CRM and approved systems while adhering to Eugene’s credit, documentation, and transparency standards. Seeking a candidate with a Bachelor’s degree in Computer Science, Information Technology, or a closely related field, along with a minimum of three years of hands-on experience in software development. Proficiency in programming languages such as Java, Python, or C++ is essential, alongside strong problem-solving abilities and meticulous attention to detail. Familiarity with Agile methodologies and version control systems like Git is required. Excellent communication skills, both written and verbal, are necessary to collaborate effectively with cross-functional teams. Additionally, the ideal applicant will demonstrate a capacity for continuous learning and adaptability in a fast-paced technological landscape.

Minimum requirement of two A-level qualifications or equivalent academic achievements. A minimum of one year of hands-on field experience is required. Requires a minimum of one year of practical experience in loan administration and debt recovery processes.

Strong ability to convey ideas clearly and collaborate effectively with diverse teams. Skilled in lending products, financial services, and CRM software platforms. Seeking a candidate with exceptional personal attributes and a diverse skill set, including strong interpersonal and communication abilities, proven problem-solving capabilities, adaptability to dynamic environments, and a collaborative mindset. The ideal applicant should demonstrate leadership potential, emotional intelligence, and a commitment to continuous professional development. Essential traits include integrity, resilience, and the capacity to work effectively both independently and within a team. Proficiency in time management, organizational skills, and a customer-centric approach are also highly valued. Exceptional communication and interpersonal abilities are essential to facilitate effective collaboration with diverse stakeholders. A candidate should demonstrate exceptional proficiency in negotiation and problem-solving, showcasing the ability to navigate complex discussions and resolve challenges effectively. Demonstrated capability to oversee several accounts concurrently while consistently achieving established objectives. Maintain professionalism while demonstrating courtesy and empathy in interactions with clients.

• Demonstrates strong initiative, a results-focused mindset, and meticulous attention to detail. We demand unwavering honesty and steadfast dedication to upholding ethical principles in all professional interactions and decision-making processes. Proficient in utilizing computer systems and software with a strong command of essential applications and tools. Sales Representatives are responsible for promoting and selling products or services to potential clients, ensuring customer satisfaction and driving revenue growth. They identify market opportunities, establish and maintain client relationships, and meet or exceed sales targets. Key responsibilities include conducting product demonstrations, negotiating contracts, and providing exceptional customer service. Candidates must possess strong communication and interpersonal skills, a proven track record in sales, and the ability to work independently or as part of a team. Proficiency in CRM software and a deep understanding of sales techniques are essential. Additionally, a valid driver’s license and willingness to travel may be required. The Sales Agent will focus on expanding the customer base, securing new business opportunities, and meeting established sales objectives. This role entails proactively identifying and reaching out to potential clients, clearly communicating the benefits of the company’s offerings, converting qualified leads into loyal customers, and fostering long-term relationships that contribute to sustained organizational growth. Oversee and execute core duties encompassing a range of critical functions within the organization. Tasks include managing daily operations, coordinating team efforts, ensuring adherence to company policies, and maintaining high standards of productivity. Additionally, responsibilities involve analyzing performance metrics, identifying opportunities for improvement, and implementing strategic initiatives to enhance efficiency and effectiveness. Collaborating with cross-functional teams, providing mentorship to junior staff, and fostering a culture of accountability and innovation are also essential components of the role.
• Customer Acquisition & Engagement: Spearhead the identification, engagement, and conversion of prospective customers while fostering enduring relationships with existing clients and influential community leaders. Demonstrate expertise in clearly articulating Eugene’s product portfolio, service offerings, and the intricacies of credit and lease procedures while delivering tailored solutions that precisely match each customer’s unique requirements. Develop and execute strategic sales initiatives to consistently attain or surpass designated targets while fostering demand for Eugene’s products. Leverage field visits, referrals, community engagement, networking, outbound calls, and targeted outreach initiatives to consistently cultivate and expand a pipeline of high-quality leads.
• Delivering Sales Presentations and Conducting Follow-Ups: Execute product demonstrations and presentations, respond to customer inquiries, resolve concerns promptly, and ensure seamless progression of leads through to successful conversion. Monitor customer requirements, analyze market trends and competitor actions, and identify opportunities within the designated region, then communicate findings to enhance sales outcomes. Collaborate effectively with the Branch Executive, Account Managers, Marketing Team, and other branch personnel to execute initiatives that enhance product visibility and drive customer acquisition.
• Sales Reporting & CRM: Ensure meticulous documentation of leads, customer engagements, sales operations, and conversion outcomes within the CRM, while delivering prompt and precise sales reports and forecasts. To foster sustained market growth, the role entails pinpointing market gaps, seizing opportunities, and determining the precise support needed from branch or marketing teams to drive sales and enhance Eugene’s market footprint. Qualifications, Skills, and Requirements: Possesses a minimum of three years of experience in a related field, along with a Bachelor’s degree in a relevant discipline. Demonstrates proficiency in key software and tools pertinent to the role, as well as strong analytical, problem-solving, and communication abilities. Exhibits meticulous attention to detail, organizational skills, and the capacity to work both independently and collaboratively within a team environment. Familiarity with industry standards, best practices, and compliance regulations is required. A-level qualifications or higher are required for this role. Individuals with a track record in sales, customer service, or another relevant field are encouraged to apply.
• Exceptional verbal and written communication, adept negotiation capabilities, and polished presentation expertise are essential. A highly motivated professional with a demonstrated history of achieving and surpassing sales objectives. A proactive individual who demonstrates a positive mindset and an inherent drive to achieve goals. Demonstrates strong interpersonal skills to cultivate meaningful relationships and foster trust with clients. Proficient in utilizing various software applications and operating systems, with a strong command of essential computer programs, including word processing, spreadsheets, and presentation tools. Demonstrated ability to quickly adapt to new technologies and troubleshoot technical issues efficiently. Familiarity with database management and basic programming concepts is a plus. Demonstrates exceptional verbal and written communication abilities, along with strong interpersonal competencies to foster productive interactions and relationships. Experienced professionals sought to serve as Recovery Agents, tasked with efficiently locating and retrieving assets or collateral in compliance with regulatory standards and organizational policies. Responsibilities include conducting thorough investigations, engaging with relevant parties through appropriate communication channels, and documenting all recovery activities with meticulous attention to detail. Candidates must demonstrate a strong understanding of legal frameworks, possess exceptional interpersonal skills, and exhibit a high level of resilience in high-pressure environments. Proficiency in relevant software tools, along with a valid driver’s license and reliable transportation, is required to ensure prompt and effective execution of duties. The Recovery Agent will oversee a broad portfolio of debt recovery cases, prioritizing the timely and efficient collection of outstanding balances. Through direct engagement with clients, you will negotiate structured payment arrangements and address disputes while strictly complying with regulatory requirements and organizational guidelines. Collaboration with the head office recovery team will be essential to align efforts and ensure consistency. This position plays a pivotal role in balancing customer satisfaction with the achievement of Eugene’s financial objectives. Manage a designated portfolio of delinquent accounts, prioritizing the prompt and efficient collection of outstanding balances while maintaining a professional and respectful approach throughout all interactions. Issue demand notices, pursue overdue accounts through follow-up actions, and initiate appropriate recovery measures in strict adherence to Eugene’s established policies and procedures. Facilitate the recovery and impoundment of designated assets, ensuring meticulous recording, accurate entry into branch inventory, and real-time tracking of all recovered items. Engage customers in discussions to establish feasible repayment schedules, ensure compliance with agreed-upon payment arrangements, and implement necessary measures when commitments are not fulfilled. Handle customer interactions, complaints, and disputes with professionalism, ensuring both efficient resolution and the preservation of strong, positive customer relationships. Maintain meticulous and up-to-date documentation of all customer interactions, recovery actions, negotiations, and case progress within the CRM and other authorized systems. Collaborate effectively with Branch Teams, Head Office Recovery, Legal, and various internal and external stakeholders to manage escalations and facilitate recovery actions, ensuring the resolution of complex cases. Conduct an in-depth analysis of customer payment histories and recovery progress, subsequently formulating strategic recommendations regarding unproductive leases or potential termination, all while ensuring strict adherence to Eugene’s established policies and guidelines.
• Reporting: Deliver precise and prompt updates and reports regarding recovery cases, payment commitments, asset recovery, and overall portfolio performance. Provide assistance during court and legal proceedings as needed, such as attending hearings and preparing or organizing required documentation and clerical tasks under the guidance of a supervisor or designated legal counsel. Seeking candidates with a Bachelor’s degree in a relevant field, complemented by a minimum of three years of hands-on experience in the industry. Proficiency in [specific software/tools] and exceptional analytical abilities are essential, along with strong communication skills for collaborating across teams. The ideal applicant will demonstrate problem-solving expertise, adaptability to evolving technologies, and a commitment to continuous learning. Familiarity with [industry-specific standards or methodologies] is preferred, as is the capacity to manage multiple priorities in a fast-paced environment. Diploma or higher qualifications are required for this position. Preferred candidates will have at least one year of experience in debt recovery, credit control, or a comparable position. Demonstrates exceptional proficiency in both verbal and written communication, along with the ability to negotiate effectively and persuasively in professional settings. Possesses a thorough understanding of applicable debt recovery laws and industry-standard best practices. Demonstrates exceptional written and verbal communication skills, coupled with a proven aptitude for strategic negotiation.
• Demonstrated proficiency in organization and meticulous attention to detail. Demonstrates discretion and maintains composure when addressing confidential or delicate matters with poise and professionalism. Skilled in utilizing Microsoft Office Suite or comparable productivity tools is essential. Demonstrates resilience and composure when operating under tight deadlines or high-stakes situations while consistently achieving established objectives. These positions are strictly commission-based, meaning compensation is derived solely from sales performance rather than a fixed salary.

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