Vacancy title:
Consumer Protection Coordinator at Airtel

[Type: FULL_TIME, Industry: Telecommunications, Category: Customer Service, Admin & Office, Communications & Writing]

Jobs at:
Airtel Tanzania

Deadline of this Job:
Sunday, November 15 2026

Duty Station:
Dar es Salaam | Dar es Salaam

Summary
Date Posted: Tuesday, November 3 2026, Base Salary: Not Disclosed

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JOB DETAILS:

Responsibilities

BACKEND OPERATIONS – PARTNER AND CUSTOMER SUPPORT

• Perform daily reconciliations on key services including TIPS, Government payments and any services deemed to be critical for the period and addressing exceptions for all partners
• Resolving transactional customer queries escalated from Customer service channels –  level 2 escalation after CX back office, such queries as customer deducted service not provided
• Monitoring transactions for key services  through dashboard to pick exceptions and proactively communicate and address any exceptions
• Customer queries resolution SLA monitoring
• Customer service Quality assurance monitoring

BACKEND OPERATIONS – FROZEN BALANCES MANAGEMENT

• Daily monitoring and  trending clearing of Ambiguous Transactions and analyzing trend to ensure proactive resolutions to ease customer pain
• Communicating with 3rd parties ambiguous transactions for confirmation
• Ambiguous transaction settlement
• Initiating TIPS transaction reversals in TIPS portal
• Initiating transaction reversal in AM web GUI
• Working with CX to ensure all initiated settlements and reversals are approved  within SLA
• Attend frozen balance related queries from vendors and investigating variances due to frozen amounts

PRODUCT DELIVERY AND CHANGE IMPLEMENTATION INCLUDING UAT

• Performing and sign-off UAT on changes where applicable
• Level 2 escalation on system related matters from CX Back office
• Support ticketing management for issues raised
• Vendor support SLA management

BACKEND OPERATIONS – FINANCE SUPPORT

• Daily reconciliation for interoperability and Banks
• Investigation reconciliation exceptions for billing purposes
• Address sweep related queries from Finance and 3rd parties.

Qualifications

Educational Level 

• Advanced Diploma/ Bachelor’s degree or educational qualification preferably with a major in Business / Finance  or IT

Relevant Experience

• 3 years’ work experience at least 1 years MFS experience
• At least 1 years MFS experience Ability to perform end to end financial reconciliations and quickly identify and associated issues
• Ability to perform end to end financial reconciliations and quickly identify and associated issues
• Ability to work well & deliver as part of a virtual team
• Ability to communicate issues/concerns and recommend corrective course of action

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

Submit your CV and Application 

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