JOB DETAILS:

Customer Experience Officer at  Flip Africa

About Us
Our Client is part of Power Financial Wellness, a leading African fintech platform helping workers Pay, Save, Borrow, and Protect directly through their employer. We provide salary advances, insurance, loans, and savings solutions via payroll. In Uganda, we work with employers and gig platforms to embed our services into the workplace.

Role Overview
FLIP Africa on behalf of our client is looking for a motivated and people-oriented Customer Experience Officer to help manage and grow our employer relationships in Uganda. You will play a critical role in:

• Onboarding new client companies,
• Activating and supporting employees on the Power platform,
• Responding to customer inquiries and issues in a timely and professional way.

Key Responsibilities

1. Company Onboarding & Relationship Support
   • Guide new employers through onboarding and activation process
   • Train HR teams and support communications to staff
   • Schedule and lead employee sensitization sessions (in-person or virtual)
   • Track usage and engagement from employer accounts
2. Customer Support & Engagement
   • Respond to customer inquiries via phone, WhatsApp, or email support
   • Resolve issues related to loan disbursements, repayments, deduction queries, etc.
   • Escalate technical or financial issues internally where needed
   • Maintain high satisfaction and SLA standards
3. Reporting & Feedback
   • Maintain accurate logs of support interactions
   • Generate reports on support volumes, response times, and common issues
   • Gather feedback from users and employers to improve platform experience

Requirements

• 2–3 years in customer support, account management, or client success (preferably in fintech, banking, telecom, or HR tech)
• Strong communication and interpersonal skills (English and local languages)
• Excellent organization and time management
• Familiarity with CRM tools, email support platforms, and digital channels
• Empathy, patience, and a passion for delivering excellent service

What We Offer

• Competitive salary and benefits
• A fast-paced, mission-driven environment where your work directly impacts thousands of Ugandan workers
• Room for growth into more senior customer or operations roles