Customer Support and Complaints Specialist

Job Description

ASA Microfinance Tanzania Limited (ASAMTL) is a subsidiary of ASA International, one of the world’s largest and fastest-growing international microfinance banking institutions in Asia and Africa ("ASA International" or the "Group"). ASA International promotes financial inclusion and has successfully shown that access to financial services helps to reduce poverty and promotes socioeconomic progress for its predominantly female client base. The company operates in Tanzania with a focus on empowering low-income individuals, particularly women, by providing them with access to affordable financial services. ASAMTL is looking for highly motivated and competitive individuals to fill the below positions.

Job Role: The specialist will focus on managing customer interactions related to DFS, working closely with the contact center to address complaints and enhance customer satisfaction.

Key Responsibilities:

• Act as the escalation point for DFS-related complaints from the contact center agents.
• Analyze customer feedback and complaints to identify recurring issues and recommend solutions.
• Train and guide contact center agents on handling DFS-related inquiries effectively.
• Work with the DFS Manager to align customer feedback with product development priorities.

Academic Qualification & Experience Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Experience in customer support or complaints management.
• Excellent communication and analytical skills.

General Requirements for Applicants of All Posts:

• Application Letter.
• Curriculum Vitae enclosing details of work experience, skills, and postal and telephone contacts of three referees.
• One current passport-size photograph attached to the CV.

Mode of Application: Applicants who consider themselves competent for the above-mentioned positions should send their applications to recruitment@asatanzania.co.tz or drop their applications at the ASAMTL Head Office at House No. 01, Plot No. 87, Msese Street, Kinondoni Road (Near Kinondoni Makaburini), Dar es Salaam, before 1700 HRS on 15th February 2025.

Note: Only short-listed candidates will be contacted for interviews. No phone calls are allowed for inquiries. No allowances will be admissible for interviews.