Sales & Customer Service Officer – UGAFODE Microfinance

Job Title: Sales & Customer Service Officer
Organisation: UGAFODE Microfinance
Duty Station: Kampala, Uganda
Ref: HR/STAFF/VAC – 06/07/2026/1
Deadline: 17th July 2026

About the Organisation
UGAFODE Microfinance Limited (MDI) is a registered financial institution in Uganda, regulated by the Central Bank. Founded in 1994, it provides quality microfinance services to its clients.

Job Summary
The Sales & Customer Service Officer will deliver fast, reliable customer service by managing customer feedback in line with UGAFODE’s standards and market best practices, protecting the institution’s brand and reputation while building strong customer relationships and retention.

Key Duties and Responsibilities

• Handle in-bound calls on the company’s toll-free line, registering, processing, and managing customer feedback and complaints in line with set service standards
• Make out-bound calls to clarify KYC account deficiencies, reactivate or close dormant accounts, appreciate customers, or conduct feedback surveys to improve service standards
• Cross-sell UGAFODE products and services to customers, driving growth in loans (assets) and savings accounts (liabilities)
• Support debt recovery efforts by calling customers on loans due for write-off or already written off, to safeguard the quality of the loan portfolio
• Mobilize customers to adopt digital platforms such as UGAFODE mobile banking, driving non-interest income for the institution
• Ensure all calls comply with internal process standards, particularly around customer confidentiality and protection of sensitive information
• Prepare and manage call center reports on customer experience, including incident reports and business leads, to support service improvement

Qualifications, Skills and Experience

• Minimum of a Diploma in Business Management/Administration, Marketing, Economics, or another business-related field
• At least 1 year of related work experience in a financial institution or a customer care/sales-driven environment
• Experience in hospitality, tourism, or customer care is an added advantage
• Good computer literacy, with strong skills in MS Excel, Word, and PowerPoint
• Knowledge of UGAFODE’s products and services
• Solution-focused, flexible thinker with a strong “can do” attitude
• Good verbal and listening skills
• Result-oriented, with strong negotiation, influencing, and interpersonal skills
• Proactive self-starter with strong organizational and time management skills
• Strong communication skills, including email and phone etiquette
• High integrity, transparency, and confidentiality

How to Apply
If you meet the requirements above, submit an application letter and an up-to-date CV to recruitment@ugafode.co.ug. Save your documents as “Your Full Name” and indicate the job title in the email subject line. Applications should be addressed to the Head of Human Resources.

Closing time: 12:00pm, 17th July 2026.

Note: Ladies are encouraged to apply.

Deadline: 17th July 2026

NB: Only shortlisted candidates will be contacted.