Job Purpose

To drive operational efficiency across all customer touchpoints and manage partner call center relationships in Tanzania—translating customer insights into service improvements, delivering partner training, managing incident resolution, and maintaining customer experience standards for JUMO’s fintech and digital financial service platforms.

Roles & Responsibilities

• Partner Call Center Enablement & Training: Deliver comprehensive training to internal and third-party call center agents on JUMO financial products, support systems, query resolution workflows, and customer experience standards.
• Customer Research & Insights Gathering: Conduct research calls, focus groups, customer surveys, and call quality monitoring—extracting trends across social media and operational channels to deliver actionable customer experience reports.
• Escalation & SLA Management: Manage high-tier customer escalations and support queries, driving resolution across cross-functional teams to meet strict Service Level Agreements (SLAs).
• Technical Incident Tracking & Root-Cause Resolution: Track and report on technical service disruptions affecting customer touchpoints, collaborating with internal software and platform teams to investigate and resolve root-cause issues.
• Systems Administration & Ecosystem Onboarding: Assist in configuring internal customer support tools and support the operational onboarding and integration of new ecosystem partners, mobile network operators (MNOs), and financial service providers (FSPs) in Tanzania.
• Continuous Improvement & Project Execution: Initiate and execute targeted customer experience improvement projects to optimize operational KPIs, streamline service workflows, and enhance partner relationship touchpoints.

Qualifications

• Tertiary qualification (Bachelor’s degree or Advanced Diploma) in Business Administration, Operations Management, Information Technology, or a related field.
• Advantage: Own vehicle and valid driver’s license for weekly partner and call center visits across Dar es Salaam.

Skills, Experience & Competences

• Minimum of 2 to 5 years of progressive experience in a customer-centric, customer operations, or partner relationship management role.
• Direct functional experience within a call center environment, combined with background in the Fintech, Telecommunications, Mobile Money, or Digital Financial Services sectors.
• Solid technical understanding of mobile money platforms, digital lending applications, customer support ticketing systems, and call center QA frameworks.
• Strong project management, reporting, analytical, and logical problem-solving capabilities.
• Proven ability to conduct customer research, gather qualitative insights, synthesize operational trends, and facilitate senior stakeholder discussions.
• Exceptional written and spoken English communication skills, with high integrity, self-management, and flexibility to work occasional weekend shifts.

• Deliver comprehensive training to internal and third-party call center agents on JUMO financial products, support systems, query resolution workflows, and customer experience standards.
• Conduct research calls, focus groups, customer surveys, and call quality monitoring—extracting trends across social media and operational channels to deliver actionable customer experience reports.
• Manage high-tier customer escalations and support queries, driving resolution across cross-functional teams to meet strict Service Level Agreements (SLAs).
• Track and report on technical service disruptions affecting customer touchpoints, collaborating with internal software and platform teams to investigate and resolve root-cause issues.
• Assist in configuring internal customer support tools and support the operational onboarding and integration of new ecosystem partners, mobile network operators (MNOs), and financial service providers (FSPs) in Tanzania.
• Initiate and execute targeted customer experience improvement projects to optimize operational KPIs, streamline service workflows, and enhance partner relationship touchpoints.

• Project management
• Reporting
• Analytical capabilities
• Logical problem-solving capabilities
• Customer research
• Qualitative insights gathering
• Operational trends synthesis
• Senior stakeholder discussion facilitation
• Exceptional written and spoken English communication skills
• High integrity
• Self-management
• Flexibility to work occasional weekend shifts
• Technical understanding of mobile money platforms
• Digital lending applications
• Customer support ticketing systems
• Call center QA frameworks

• Tertiary qualification (Bachelor’s degree or Advanced Diploma) in Business Administration, Operations Management, Information Technology, or a related field.
• Own vehicle and valid driver’s license for weekly partner and call center visits across Dar es Salaam.