Consumer Protection Coordinator
Airtel Tanzania PLC
Job Description
Consumer Protection Coordinator Job Vacancy at Airtel Tanzania – November 2026
Job Title: Consumer Protection Coordinator
Company: Airtel Tanzania
Location: Dar es Salaam, Tanzania
Job Category: Administration Jobs
Date Posted: 2 November 2026
About Airtel Africa
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation and an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of the communities we serve. We roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team, with excellent opportunities to build a career in your field of expertise across our different operating companies in Africa.
Airtel Africa is proud to be an equal opportunity employer and remains fully committed to diversity and inclusion in the workplace.
Key Responsibilities
1. Backend Operations – Partner and Customer Support
- Perform daily reconciliations on key services, including TIPS, Government payments, and other services deemed critical for the period, while addressing exceptions for all partners.
- Resolve transactional customer queries escalated from Customer Service channels, particularly Level 2 escalations from the Customer Experience (CX) Back Office, such as cases where customers have been charged but services were not provided.
- Monitor transactions for key services through dashboards to identify exceptions and proactively communicate and address them.
- Monitor customer query resolution Service Level Agreements (SLAs).
- Conduct customer service quality assurance monitoring.
2. Backend Operations – Frozen Balances Management
- Conduct daily monitoring and trending of ambiguous transactions to ensure timely clearance and proactive resolution of customer issues.
- Communicate with third parties regarding ambiguous transactions for confirmation.
- Facilitate the settlement of ambiguous transactions.
- Initiate TIPS transaction reversals through the TIPS portal.
- Initiate transaction reversals through the AM Web GUI.
- Work with the CX team to ensure all initiated settlements and reversals are approved within the agreed SLAs. ajira
- Handle frozen balance-related queries from vendors and investigate variances resulting from frozen amounts.
3. Product Delivery and Change Implementation, Including UAT
- Perform and sign off User Acceptance Testing (UAT) for system changes, where applicable.
- Handle Level 2 escalations relating to system issues from the CX Back Office.
- Manage support tickets for reported issues.
- Monitor and manage vendor support Service Level Agreements (SLAs).
4. Backend Operations – Finance Support
- Perform daily reconciliations for interoperability services and banking transactions.
- Investigate reconciliation exceptions for billing purposes.
- Address sweep-related queries from the Finance team and third parties.
Qualifications and Requirements
Educational Qualifications
- Advanced Diploma or Bachelor’s Degree in Business, Finance, Information Technology (IT), or a related field.
Relevant Experience and Skills
- At least three (3) years of relevant work experience, including a minimum of one (1) year of Mobile Financial Services (MFS) experience.
- Ability to perform end-to-end financial reconciliations and quickly identify and resolve associated issues.
- Ability to work effectively and deliver results as part of a virtual team.
- Strong communication skills, including the ability to communicate issues and concerns and recommend appropriate corrective actions.
How to Apply
Interested and qualified candidates should submit their applications through Airtel Tanzania’s official recruitment portal.
Applicants are advised to carefully review the job description and qualification requirements before applying. Ensure that all required information and supporting documents are submitted.