Assistant Manager Customer Service
2025-08-16T14:08:07+00:00
DCB Commercial Bank
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https://www.dcb.co.tz/
FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Banking
Customer Service
2025-08-29T17:00:00+00:00
Tanzania
8
DCB Commercial Bank Plc is a fully-fledged retail and commercial bank in Tanzania, offering banking services to individuals, microfinance, small to medium-sized businesses (MSME), and large corporate clients. The bank has a wide branch network of over 8 branches, over 1000 DCB Wakala Agents, and over 280 Umoja switch ATMs, serving more than 3 million customers across the country. We are currently seeking a qualified candidate to fill the role of Assistant Manager Customer Service.
Background Qualifications and Experience
To be considered for the Assistant Manager Customer Service position, candidates must meet the following requirements:
- Bachelor’s degree in Business Administration, Banking, or a related field.
- Minimum of 4 years’ experience in customer service or customer experience, preferably in the banking sector.
- Proven track record in leading transformation initiatives and improving customer satisfaction metrics (NPS, CSAT).
- Strong understanding of banking products, consumer protection guidelines, and regulatory requirements.
- Experience in digital banking, contact center operations, and service process improvement.
- Proficiency in analyzing customer feedback and service metrics to drive improvement.
Key Responsibilities
The successful candidate will be responsible for leading and overseeing the transformation of customer experience across all branches, channels, and digital platforms, ensuring consistent, high-quality, and accessible service that builds customer loyalty and improves satisfaction metrics. Specific responsibilities include:
- Supporting the maintenance and refinement of the potential clients list in relevant sectors in liaison with stakeholders.
- Managing a centralized Contact Center with IVR and toll-free services.
- Enforcing service breach policies to ensure accountability.
- Promoting digital adoption and enhancing self-service accessibility.
- Developing and maintaining a robust complaints management and resolution system.
- Mentoring front-office and Customer Service Officers (CSOs) to align with service metrics.
- Rolling out customer experience (CX) training programs to close service gaps.
- Standardizing communication and customer journey mapping for consistency.
- Enhancing in-branch customer experiences through personalized service delivery.
- Deploying NPS and eNPS tools to capture and act on feedback.
- Collaborating with Branch Managers and Branch Accountants to maintain uniform service standards.
- Reducing customer dormancy and championing retention initiatives.
- Overseeing the effective operation of all customer service channels.
- Implementing standardized service procedures and communication protocols.
Supporting the maintenance and refinement of the potential clients list in relevant sectors in liaison with stakeholders. Managing a centralized Contact Center with IVR and toll-free services. Enforcing service breach policies to ensure accountability. Promoting digital adoption and enhancing self-service accessibility. Developing and maintaining a robust complaints management and resolution system. Mentoring front-office and Customer Service Officers (CSOs) to align with service metrics. Rolling out customer experience (CX) training programs to close service gaps. Standardizing communication and customer journey mapping for consistency. Enhancing in-branch customer experiences through personalized service delivery. Deploying NPS and eNPS tools to capture and act on feedback. Collaborating with Branch Managers and Branch Accountants to maintain uniform service standards. Reducing customer dormancy and championing retention initiatives. Overseeing the effective operation of all customer service channels. Implementing standardized service procedures and communication protocols.
Bachelor’s degree in Business Administration, Banking, or a related field. Minimum of 4 years’ experience in customer service or customer experience, preferably in the banking sector. Proven track record in leading transformation initiatives and improving customer satisfaction metrics (NPS, CSAT). Strong understanding of banking products, consumer protection guidelines, and regulatory requirements. Experience in digital banking, contact center operations, and service process improvement. Proficiency in analyzing customer feedback and service metrics to drive improvement.
JOB-68a090c7ca7a3
Vacancy title:
Assistant Manager Customer Service
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
DCB Commercial Bank
Deadline of this Job:
Friday, August 29 2025
Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania
Summary
Date Posted: Saturday, August 16 2025, Base Salary: Not Disclosed
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JOB DETAILS:
DCB Commercial Bank Plc is a fully-fledged retail and commercial bank in Tanzania, offering banking services to individuals, microfinance, small to medium-sized businesses (MSME), and large corporate clients. The bank has a wide branch network of over 8 branches, over 1000 DCB Wakala Agents, and over 280 Umoja switch ATMs, serving more than 3 million customers across the country. We are currently seeking a qualified candidate to fill the role of Assistant Manager Customer Service.
Background Qualifications and Experience
To be considered for the Assistant Manager Customer Service position, candidates must meet the following requirements:
- Bachelor’s degree in Business Administration, Banking, or a related field.
- Minimum of 4 years’ experience in customer service or customer experience, preferably in the banking sector.
- Proven track record in leading transformation initiatives and improving customer satisfaction metrics (NPS, CSAT).
- Strong understanding of banking products, consumer protection guidelines, and regulatory requirements.
- Experience in digital banking, contact center operations, and service process improvement.
- Proficiency in analyzing customer feedback and service metrics to drive improvement.
Key Responsibilities
The successful candidate will be responsible for leading and overseeing the transformation of customer experience across all branches, channels, and digital platforms, ensuring consistent, high-quality, and accessible service that builds customer loyalty and improves satisfaction metrics. Specific responsibilities include:
- Supporting the maintenance and refinement of the potential clients list in relevant sectors in liaison with stakeholders.
- Managing a centralized Contact Center with IVR and toll-free services.
- Enforcing service breach policies to ensure accountability.
- Promoting digital adoption and enhancing self-service accessibility.
- Developing and maintaining a robust complaints management and resolution system.
- Mentoring front-office and Customer Service Officers (CSOs) to align with service metrics.
- Rolling out customer experience (CX) training programs to close service gaps.
- Standardizing communication and customer journey mapping for consistency.
- Enhancing in-branch customer experiences through personalized service delivery.
- Deploying NPS and eNPS tools to capture and act on feedback.
- Collaborating with Branch Managers and Branch Accountants to maintain uniform service standards.
- Reducing customer dormancy and championing retention initiatives.
- Overseeing the effective operation of all customer service channels.
- Implementing standardized service procedures and communication protocols.
Work Hours: 8
Experience in Months: 48
Level of Education: bachelor degree
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