About Unifi
Unifi is a fast-growing finance and technology company operating in Zambia, Uganda, Tanzania, Kenya and South Africa. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending. 

The Role

We are looking for an energetic and result-oriented individual with a good understanding of customer service principles and best practices to support our activation team. 

Responsibilities

1. Sales & Activation

• Generate and maintain an accurate sales/telemarketing pipeline. 
• Conduct outbound calls to promote and sell Unifi Credit products, achieving set targets. 
• Complete pre-qualification calls within 24 hours and follow up on unreachable clients within one day. 
• Follow up on leads and encourage branch visits to improve conversion rates. 

1. Customer Experience

• Clearly communicate the client journey, including eligibility, interest rates, and product benefits. 
• Engage clients with confidence and professionalism to build trust. 
• Identify and document reasons for client disinterest and areas affecting uptake.
• Capture feedback on branch accessibility, including locations perceived as inconvenient. 

1. Branch Coordination

• Liaise with Branch Managers to allocate clients to the most convenient branches. 
• Share client insights to support decisions on branch accessibility and expansion. 

1. Customer Support

• Manage web chat during working hours, ensuring timely responses within set SLAs. 
• Provide accurate product and service information and resolve client inquiries. 
• Handle complaints and escalate complex issues as required. 

1. Reporting & Process Improvement

• Prepare daily activation reports, including performance metrics and client feedback. 
• Document all interactions in line with SOPs. 
• Identify trends, escalate recurring issues, and recommend improvements—particularly to reduce delays in work confirmation and loan cancellations. 

6. Marketing & Team Contribution

• Participate in marketing and brand awareness activities. 
• Build strong relationships with clients and colleagues and contribute to a positive team environment

7. Working Conditions

• May be required to work on holidays depending on business needs.

Requirements 

• Work experience in a similar role. 
• A diploma in marketing is preferred but not required.
•  Proven experience working with customer-centric brands. 
• Excellent organizational and multitasking skills. 
• Outstanding communication and interpersonal abilities. 
• Creativity and commercial awareness. 
• A self-starter and team player with a customer-oriented approach. 
• Knowledge of financial products and services will be a plus.