Position Title: Customer Relations Officer (2 Positions)
Location: Kampala, Uganda
Reports to: Customer Relations Supervisor / Operations Manager
Contract Type: Full-time

About Hugamara

Hugamara is committed to delivering exceptional products and services while prioritizing customer satisfaction and building long-term relationships with clients. We value professionalism, responsiveness, and a customer-first mindset in all our operations.

Role Purpose

To handle customer inquiries, complaints, and feedback efficiently, ensuring customer satisfaction and retention while upholding Hugamara’s service standards.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, social media, and in-person.
• Resolve customer complaints effectively, ensuring timely follow-up and closure.
• Maintain accurate records of customer interactions and transactions.
• Provide product and service information to customers and guide them through processes as needed.
• Collect customer feedback and share insights with the team for service improvement.
• Support sales and marketing initiatives by providing customer insights and follow-up on leads when required.
• Assist in maintaining the customer database and ensuring it is up-to-date.
• Collaborate with internal teams to ensure customer issues are addressed efficiently.
• Participate in customer service training and continuous learning initiatives.

Required Qualifications & Skills

Diploma or Degree in Business Administration, Marketing, Communications, or a related field.

At least 1–2 years of experience in customer service or a similar role is an added advantage.

Excellent communication and interpersonal skills.

Strong problem-solving abilities and attention to detail.

Ability to work under pressure and handle challenging customer interactions calmly.

Proficiency in MS Office (Word, Excel) and familiarity with CRM systems is an added advantage.

Fluency in English and any additional local language is a plus.