Overview

Position Title: Customer Service Officer

Job location: Dar es Salaam, Tanzania

BRAC

 

Professional Journey at BRAC Tanzania Finance Limited.

The goal of BRAC TANZANIA FINANCE LIMITED (BTFL), the biggest microfinance company in Tanzania, is to equitably offer a variety of financial services to those who are at the bottom of the economic pyramid. We concentrate especially on impoverished women in remote and difficult-to-reach places in order to empower them economically, foster self-employment prospects, and strengthen their financial resilience.

 

OUR MISSION (GOAL):

Our goal is to responsibly offer a variety of financial services to those who are at the bottom of the economic pyramid. Our goal is to empower women economically so they may establish chances for self-employment, develop financial resilience, and take advantage of their entrepreneurial spirit. We specifically target impoverished women who reside in remote and difficult-to-reach locations.

To fill the following role, BRAC Tanzania Finance LTD is accepting applications from capable, driven, and self-motivated individuals.

 

Workplace duties:

  • Quickly address concerns, provide information, and resolve straightforward issues.
  • Enter grievances in the register or database.
  • For more serious matters, contact the product development manager.
  • To guarantee appropriate handling of complaints and client satisfaction, follow up with clients.
  • Make that field employees are instructed in gathering, documenting, resolving, and routinely updating feedback registers.
  • Gather and aggregate all field-level grievances.
  • Once a complaint has been settled, update the database or register.
  • Make and keep track of reports on client comments.
  • Examine the pattern of complaints and create recurring reports or presentations for management to use in all meetings.
  • Provide field workers with training on how to handle complaints (e.g., the significance of client complaints in enhancing client relations and reducing risks like client departure).
  • Provides clients with information about their right to file a complaint and how to do so to the proper person.
  • Follow best practices when providing clients with services.
  • Attend meetings in groups or pay clients in person on occasion; both planned and unplanned visits should be made to address any issues raised by customers.
  • Unresolved issues should be reported and escalated to management as appropriate.
  • Organize vendors and internal resources to ensure that customer-related issues are executed flawlessly.
  • Attend training sessions and conferences as needed to stay proficient.

 

Safeguarding Obligations:

  • To meet the organization’s objectives for the adoption of safeguards, make sure that employees are safe from any harm, abuse, neglect, harassment, and exploitation. serve as a vital resource for advice, assistance, and knowledge on safety measures for creating a secure work environment.
  • Team members should practice, support, and endorse the safeguarding policy’s concerns and make sure that the standards are followed in all actions.
  • In the event that an occurrence qualifies for reporting, follow the safeguarding reporting process and urge others to follow suit.

 

Requirements for Experience and Qualifications:

  • Must obtain a bachelor’s degree from an accredited university.
  • A minimum of two years of steadily increasing work experience in a microfinance company.
  • Strong track record of providing illiterate customer groups with high-quality services.
  • Outstanding oral and written communication abilities.
  • A high level of emotional intelligence developed by formal education or life experiences.
  • Gregarious, social, proactive, and really willing to instruct.
  • Outstanding ability to analyze and solve problems.
  • Computer proficiency and presentation abilities. competent with Visio, Excel, PowerPoint, and Ms Word.
  • A strict commitment to time.

 

How to fill out an application:

Should you believe that you are a good fit for the aforementioned role, please apply by emailing your resume and cover letter to recruitment.tanzania@brac.net with the subject line “Customer Service Officer.”

The deadline to apply is July 20, 2024.

Only those who have been shortlisted will be contacted.

As an equal opportunity employer, BRAC Tanzania opposes all forms of workplace harassment, discrimination, and exploitation.

To apply for this job email your details to recruitment.tanzania@brac.net.