Customer Service Officer

Job Vacancy: Customer Service Officers (2 positions)

Organization: BRAC Tanzania Finance Limited (BTFL)

Location: CHO, Dar es Salaam

Organization Overview

BRAC Tanzania Finance Limited is the largest microfinance organization in Tanzania, dedicated to providing a range of financial services to those at the bottom of the economic pyramid, with a particular focus on empowering women in rural and hard-to-reach areas.

Job Responsibilities

1. Respond promptly to complaints, answer questions, and solve basic problems.
2. Record complaints in the database/register.
3. Refer serious issues to the Product Development Manager.
4. Follow up with clients to ensure satisfactory resolution of complaints.
5. Train field staff to collect, record, and resolve complaints, and regularly update the feedback register.
6. Collect and compile complaints from field staff.
7. Update the database/register when complaints are resolved.
8. Create and maintain reports on customer feedback.
9. Analyze complaint trends and prepare periodic reports/presentations for management.
10. Train field staff on the importance of handling complaints.
11. Inform clients about their right to complain and the process for submitting complaints.
12. Ensure best practices in customer service.
13. Occasionally attend group meetings or visit individual clients to resolve complaints.
14. Report and escalate unresolved issues to management as needed.
15. Coordinate internal resources and third parties/vendors for the resolution of customer-related issues.
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16. Attend conferences and training to maintain proficiency.

Safeguarding Responsibilities

1. Ensure the safety of staff from harm, abuse, neglect, harassment, and exploitation.
2. Act as a source of support and guidance on safeguarding.
3. Promote and endorse safeguarding policies among team members.
4. Follow safeguarding reporting procedures for any reportable incidents.

Required Qualifications and Experience

1. Bachelor's degree from a recognized institution.
2. At least 2 years of progressive experience in microfinance operations.
3. Experience in delivering quality services to diverse customer groups, including illiterate groups.
4. Excellent communication skills (oral and written).
5. High degree of emotional intelligence.
6. Outgoing, social, proactive, and eager to teach.
7. Excellent analytical and problem-solving skills.
8. Proficient in MS Word, Excel, PowerPoint, and Visio.
9. Strong adherence to time management.

How to Apply

If you feel you are the right match for this position, please send your CV and cover letter to: Email: recruitment.tanzania@brac.net Subject: Customer Service Officer

Application Deadline: 20th July 2024

Only shortlisted candidates will be contacted.

BRAC Tanzania is an equal opportunity employer and stands against all forms of exploitation, discrimination, and harassment in the workplace.