Background

Victoria Finance Plc (VFP) is a leading microfinance company in Tanzania. Established in 2009 and started operation in 2010. The company is a regulated microfinance institution dedicated to providing microfinance services to low and middle-income earners, women, and youths in Tanzania. The company currently has seven branches and one insurance broking subsidiary company – Victoria Insurance Brokers Limited which was established in 2017. Victoria Finance has established branches in Dar es Salaam, Morogoro, Iringa Mbeya and Dodoma with ability to serve smallholder farmers in more than thirteen regions through its digital agriculture products – Kilimo Pesa.

The Company is inviting applications from qualified, experienced and result-oriented professionals to fill the position of Assistant Customer Experience Officer (2 posts).

Position Details

The Assistant Customer Experience Officer supports the institution’s efforts to provide exceptional service to clients by ensuring a positive and seamless customer journey. This role focuses on addressing customer inquiries, resolving issues, collecting feedback, and welcoming clients and visitors. The position is crucial in promoting Victoria Finance’s mission of delivering accessible financial services with a customer-centric approach.

Key Responsibilities

• Serve as the first point of contact for customers, handling inquiries via phone, email, or in-person interactions.
• Ensure that customer interactions are handled professionally and in alignment with the institution’s standards.
• Support efforts to implement and maintain service quality benchmarks.
• Provide accurate information on Victoria Finance’s products and services.
• Maintain a visitor logbook and issue visitor badges as required and assist in scheduling meetings and maintaining appointment calendars.

Qualifications and Experience

• Bachelor’s degree in business administration, Marketing, or a related field.
• 2 years of experience in customer service or a similar role (experience in microfinance or financial services is an advantage).
• Proficiency in Microsoft Office Suite and basic CRM tools.
• High level of empathy, patience, and a customer-centric mindset.

• Serve as the first point of contact for customers, handling inquiries via phone, email, or in-person interactions.
• Ensure that customer interactions are handled professionally and in alignment with the institution’s standards.
• Support efforts to implement and maintain service quality benchmarks.
• Provide accurate information on Victoria Finance’s products and services.
• Maintain a visitor logbook and issue visitor badges as required and assist in scheduling meetings and maintaining appointment calendars.

• Proficiency in Microsoft Office Suite
• Basic CRM tools
• High level of empathy
• Patience
• Customer-centric mindset

• Bachelor’s degree in business administration, Marketing, or a related field.
• 2 years of experience in customer service or a similar role (experience in microfinance or financial services is an advantage).