Customer Service Officer Job at BRAC Tanzania July 2024

Customer Service Officer Job at BRAC Tanzania July 2024, is the largest Microfinance organization in Tanzania with a mission to responsibly provide a range of financial services to people at the bottom of the pyramid. We particularly focus on women living in poverty in rural and hard-to-reach areas to create self-employment opportunities, build financial resilience, and harness women’s entrepreneurial spirit by empowering them economically.

BRAC Tanzania Finance LTD is seeking applications from competent, dynamic, and self-motivated individuals to fill up the following position.

Position (2): Customer Service Officer

Job Location: CHO, DSM.

Job responsibilities:

Respond quickly to complaints, answer questions, and solve simple problems
Record complaints in the database/ register
Refer to Product Development Manager for more serious issues
Ensure field staff are trained to collect, record, resolve complaints, and update the feedback register regularly
Collect and compile all complaints from the field level
Update the database/register when a complaint is resolved
Create and maintain reports about customer feedback
Analyze complaint trends and prepare periodic reports/presentations for management in all meetings
Train field staff to handle complaints (e.g. The importance of client complaints in improving client relations and mitigating risks such as client exit) and inform clients about their right to complain and how to submit a complaint to the appropriate person.
Ensure best practices in rendering services to customers
Occasionally attend group meetings or visit individual clients at their business premises, both scheduled and impromptu visits to check for and resolve client complaints
Report and escalate unresolved issues to management as needed.
Coordinate internal resources and third parties/vendors for the flawless execution of customer-related issues.
Attend conferences and training as required to maintain proficiency.

Customer Service Officer Job at BRAC Tanzania July 2024

Safeguarding Responsibilities:

Ensure the safety of staff members from any harm, abuse, neglect, harassment, and exploitation to achieve the organization’s goals of safeguarding implementation. Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.
Practice, promote, and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so.

Required Qualifications and Experience:

Must be a bachelor’s degree holder from a recognized institution.
At least 2 years of progressive working experience, in a Microfinance operation
Strong experience in delivering quality services to diverse customer groups i.e. Illiterate groups
Excellent communication skills (Oral and written)
A high degree of emotional intelligence based on past experiences or formal training Outgoing, Social, proactive, and with a strong eagerness to teach
Excellent analytical and problem-solving skills Computer Literacy & presentation skills.
Proficient in Ms. Word, Excel, PPT, and Visio Strong adherence to time

How to apply:

If you feel you are the right match for the above-mentioned position, please apply by sending your CV and cover letter through email to: recruitment.tanzania@brac.net with the subject “Customer Service Officer”.

Application deadline is 20.07. 2024

Only shortlisted candidates will be contacted.

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