Customer Experience Officer – FLIP Africa | Jobs in Uganda

Customer Experience Officer – FLIP Africa

Location: Kampala, Uganda

Industry: Customer Service

Type: Full-time

Reports to: Country Lead, Uganda

Salary: UGX 1.3M Gross

Application Deadline: 22nd July 2025

Job Description

FLIP Africa, on behalf of our client, is seeking a motivated and people-oriented Customer Experience Officer to manage and grow employer relationships across Uganda. This is a full-time position based in Kampala with direct reporting to the Country Lead, Uganda.

Key Responsibilities

Company Onboarding & Relationship Support

• Guide new employers through onboarding and activation processes.
• Train HR teams and support communication with employees.
• Schedule and lead sensitization sessions both virtually and in-person.
• Monitor and track engagement from employer accounts.

Customer Support & Engagement

• Handle customer inquiries via phone, WhatsApp, and email support channels.
• Resolve issues regarding loan disbursements, repayments, or salary deductions.
• Escalate unresolved technical or financial issues internally.
• Ensure customer satisfaction and meet service-level standards.

Reporting & Feedback

• Keep accurate records of all customer interactions and resolutions.
• Generate support volume and performance reports.
• Collect user and employer feedback to guide platform improvements.

Qualifications and Skills

• 2–3 years’ experience in customer support, client success, or account management—ideally in fintech, telecom, banking, or HR tech.
• Excellent verbal and written communication skills in both English and local languages.
• Strong organizational skills with the ability to prioritize tasks.
• Experience using CRM tools and digital support platforms.
• Empathy, patience, and a commitment to customer satisfaction.

What We Offer

• Competitive salary and benefits.
• A mission-driven and fast-paced work environment.
• Opportunity for growth into senior customer success or operations roles.
• Meaningful impact—help improve the lives of thousands of Ugandan workers.

How to Apply

Send your CV to [email protected] with the subject line: Customer Experience Officer.

Only shortlisted candidates will be contacted.