JOB TITLE: (Junior) Relationship Manager/Customer Care Officer

LOCATION: Plot 15041 Twin Plaza, Kira, Wakiso. P.O Box 134920

COMPANY: Enabling Finance Limited

PLATFORM: Finablr App

MISSION: Growing 500 million Africans into Finablr lenders and/or borrowers.

VISION: An African continent enabled economically and socially by the power of tech-enabled credit finance.

About Us:

Enabling Finance Limited is a credit finance company operating Finablr, a P2P credit finance app that vets borrowers and connects them with lenders in Uganda and beyond. We are committed to providing convenient digital access to collateral-backed credit finance and higher-yielding lending opportunities to lenders/investors across Africa. We are now looking for a dedicated Relationship Manager/Customer Care Officer to join our team, responsible for fostering strong customer relationships and ensuring excellent customer service for Finablr users.

Position Overview:

As a Relationship Manager/Customer Care Officer, you will be the bridge between our platform and its users, handling customer queries, managing relationships with clients, and improving customer experience. Your role will involve actively managing customer communications, resolving issues, and ensuring the highest standards of customer satisfaction.

Key Responsibilities:

• Serve as the main point of contact for customer inquiries and complaints, providing timely and effective responses.
• Build and maintain strong relationships with clients, both lenders and borrowers, to ensure a positive experience.
• Work closely with the sales and tech teams to communicate customer feedback and suggest improvements to our app.
• Assist users with onboarding, transactions, and using the Finablr platform features.
• Develop strategies to enhance customer retention and satisfaction.
• Ensure all customer interactions are logged and tracked using the company's CRM system.
• Provide detailed monthly reports on customer satisfaction, complaint resolution, and key client metrics.
• Identify opportunities for cross-selling or upselling based on customer needs and preferences.

Qualifications:

• Proven experience in a customer-facing role, preferably in finance, fintech, or tech-driven services.
• Strong interpersonal and communication skills.
• Ability to handle customer concerns professionally and empathetically.
• Experience with CRM tools and customer service management software.
• Ability to work in a fast-paced environment and handle tight deadlines.
• Strong organizational skills and attention to detail.
• A passion for customer satisfaction and relationship-building.
• Diploma or Bachelor’s degree in business, customer service, communications, or a related field.

Success in this Position Would Be Characterized By:

• Building strong and lasting relationships with Finablr clients, ensuring high levels of customer satisfaction.
• Timely resolution of customer queries and complaints.
• seamless onboarding and support for all users of the Finablr platform.
• Meeting key performance targets related to client retention and service delivery.