Customer Support and Complaints Specialist

Position: Customer Support and Complaints Specialist – 1 Post
Job Type: Full-Time
Job Location: Dar es Salaam, Tanzania

Job Role

As a Customer Support and Complaints Specialist, you will serve as the primary point of escalation for customer complaints related to Digital Financial Services (DFS). Your role is critical in ensuring smooth communication between customers and the organization while driving improvements in service delivery.

Key Responsibilities

• Complaint Resolution: Act as the escalation point for complex DFS-related complaints and resolve them promptly in collaboration with the contact center agents.
• Customer Feedback Analysis: Analyze customer feedback and recurring complaints to identify trends, root causes, and actionable solutions.
• Training and Support: Provide training and guidance to contact center agents on effectively managing DFS-related customer inquiries and complaints.
• Collaboration: Work closely with the DFS Manager to align customer insights with product development and service improvement initiatives.
• Customer Satisfaction: Continuously monitor customer interactions to enhance satisfaction and maintain a high standard of service delivery.

Qualifications and Experience

To excel in this role, candidates should meet the following requirements:

• A Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Proven experience in customer support or complaints management.
• Strong communication and analytical skills to address customer needs effectively.
• Ability to train and mentor team members to ensure service excellence.

Why Join ASA Microfinance Tanzania Limited?

• Work in a dynamic and mission-driven organization focused on community empowerment.
• Opportunity to develop your skills in customer service and complaints management.
• Contribute to meaningful work that impacts lives and promotes financial inclusion.

General Application Requirements

All interested candidates must submit the following:

1. A detailed Application Letter.
2. An updated Curriculum Vitae (CV) highlighting relevant experience, skills, and contact information for three referees.
3. One current passport-size photograph attached to the CV.

How to Apply

Qualified candidates should submit their applications via email to recruitment@asatanzania.co.tz or hand-deliver them to:
ASAMTL Head Office
House No. 01, Plot No. 87, Msese Street,
Kinondoni Road (Near Kinondoni Makaburini),
Dar es Salaam, Tanzania.

Application Deadline: 15th February 2025, by 5:00 PM

Important Notes

• Only shortlisted candidates will be contacted for interviews.
• Phone inquiries are strictly prohibited.
• No allowances will be provided for interview attendance.

Make a difference in the lives of thousands by joining ASA Microfinance Tanzania Limited. Apply now to be part of a team that drives positive change and empowers communities across Tanzania!