Watu Credit Ltd is an Asset FinTech company transforming mass-market mobility across Africa by enabling financial inclusion and accessibility. At Watu, we empower entrepreneurs by providing the tools they need to move and improve lives.
We are looking for a Customer Centric, dynamic, self-driven, and results-oriented individual to join our growing team in the role of Customer Relations Officer.

Job Purpose:
The Client Relations Officer is responsible for end-to-end customer engagement and asset finance on boarding. The role covers sales generation, client on boarding, customer service, and post-sale support in line with Watu Uganda’s mission to empower entrepreneurs.

The Officer will serve as the primary point of contact for customers at the branch—managing walk-ins, inbound and outbound calls, conducting KYC, ensuring smooth on boarding, resolving service issues, and maintaining compliance with company policies.

Position Details:

Job Title: Customer Relations Officer
Reports to: Branch Manager
Location; Kiboga Branch

Key Responsibilities:

• Lead Generation and Outreach: Generate leads through walk-ins, referrals, and proactive outreach. Support customer outreach campaigns (e.g., Lead follow up, Ownership transfers (logbooks), satisfaction surveys).
• Product Presentation and Client Assessment: Present asset finance products (boda, simu, and any other Watu products) to prospective clients. Conduct pre-assessment of clients’ financial standing to recommend suitable products.
• Customer KYC and Documentation Verification: Conduct thorough KYC, ensuring the authenticity of documents and accurate system uploads. Verify guarantors, referees, and next of kin details, confirming their awareness and consent.
• Loan Agreement Explanation and Compliance: Explain loan agreements in detail—covering terms, repayment schedules, obligations, and consequences of breach. Ensure all onboardings comply with company policies, contractual terms, and regulatory requirements.
• Customer Support and After-Sales Service: Provide face-to-face and phone-based assistance for all product-related inquiries. Educate customers on product usage, payment methods, and value-added services. Assist customers with after-sales services, including escalating repairs and managing returns etc.
• Problem Resolution: Resolve product or service issues by clarifying the customer’s complaint, determining the cause of the problem, and selecting the best solution to meet the customer’s needs. Troubleshoot queries related to all Watu products and escalate unresolved issues related to theft, replacements, insurance, GPS, and product servicing to the right channels, ensuring timely follow-up. In addition, Support customers Watu appcustomers with basic app issues (e.g. updates, login failures, PIN resets, change of primary phone number, installation etc)
• Database Management and Record-Keeping: Maintain an up-to-date database with accurate information on all customer interactions and service delivery queries/complaints. Maintain accurate records of all customer interactions, loan processing, and asset management activities.
• Feedback and Continuous Improvement: Participate in training sessions and learning opportunities to expand knowledge of the company, products, and customer service best practices. Provide constructive feedback on the efficiency and effectiveness of customer service processes.
• Reporting and Performance Tracking: Submit periodic performance and activity reports to supervisors. Facilitate loan closures through asset sales and settlements.
• Watu App Advocacy and onboarding Integration: For all Boda/EV disbursements, ensure that customers download and sign up to the Watu App.
• Perform any other duties as may be assigned, demonstrating flexibility and commitment to the team.

Required Qualifications and Skills:

• Minimum: Diploma in Business Administration, Sales, Customer Service, or related field (Bachelor’s degree preferred).
• Proven experience of 2–3 years in asset financing, customer service, or a similar role in a field or marketing executive role.
• Excellent presentation, interpersonal and communication skills with fluency in Luganda, Runyoro, Runyankole, Rutooro etc or other widely spoken languages around the region is required to effectively engage with local communities
• Strong networking and relationship-building abilities.
• Passion for sales and customer engagement.
• Proficiency in MS Office (Word, Excel, PowerPoint). – Ability to multitask, prioritize, and work in fast-paced environments.
• Behavioural Competencies: – Integrity and accountability. – Problem-solving mind set with empathy for customers.
• Ability to work under pressure and manage multiple priorities.