Customer Services Officer
2025-11-14T18:42:08+00:00
SAVA Tech Financial Services LTD
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https://sava.co.tz/
FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Financial Services
Customer Service
2025-11-30T17:00:00+00:00
Tanzania
8
Position Summary:
The Customer Services Officer plays a key role in providing excellent client support and ensuring a seamless customer experience across all SAVA-TECH Financial Services products and platforms. The role involves handling client inquiries, resolving issues, processing service requests, and educating customers on financial products while maintaining compliance with company policies and regulatory requirements.
Key Responsibilities
- Customer Support & Communication
- Serve as the first point of contact for customers via phone, email, chat, or in-person.
- Respond promptly and professionally to customer inquiries, complaints, and service needs.
- Assist clients with account creation, updates, transactions, and product navigation.
- Provide accurate information about SAVA-TECH’s financial products, services, and digital platforms.
- Service Request Processing
- Process account applications, changes, and service requests in accordance with internal procedures.
- Verify customer documentation and ensure adherence to compliance and KYC requirements.
- Follow up on pending customer issues to ensure timely resolution.
- Customer Relationship Management
- Build strong, positive relationships with customers to promote loyalty and satisfaction.
- Identify opportunities to cross-sell or upsell relevant financial services and solutions.
- Record customer interactions and feedback in the CRM system for tracking and quality improvement.
- Problem Resolution & Escalation
- Investigate and resolve customer issues related to transactions, accounts, or digital services.
- Escalate complex issues to the appropriate departments while providing continuous updates to customers.
- Ensure all complaints are logged, tracked, and resolved within SLA timelines.
- Reporting & Compliance
- Maintain accurate customer records and ensure data security. • Prepare daily/weekly reports on customer interactions and service performance.
- Adhere to all regulatory, operational, and compliance standards in the financial services sector.
Qualifications & Experience
- Education & Experience
- Diploma or Bachelor’s degree in Business Administration, Finance, Computer Science, Marketing, or a related field.
- Experience in customer service, preferably in banking, Microfinance, or financial services.
- Minimum 1-2 years of relevant customer services experience (preferably in Tanzania or East Africa).
- Technical & Professional Skills
- Strong communication skills—verbal and written.
- Proficiency with CRM systems, Microsoft Office, and digital financial platforms.
- Ability to handle multiple tasks, work under pressure, and meet service timelines.
- Problem-solving and conflict-resolution abilities.
- High attention to detail and strong organizational skills.
- Personal Attributes
- Customer-centric mindset.
- Professional, courteous, and empathetic.
- Strong integrity and commitment to confidentiality.
- Team player with a positive attitude.
Key Competencies
- Customer satisfaction scores.
- Timeliness and accuracy of service processes.
- Complaint resolution rate within SLAs.
- Quality and professionalism of customer interactions.
- Compliance with operational standards and policies.
Working Conditions
- Full-time employment.
- Based in Dar es Salaam.
- Standard office environment; occasional extended hours during month end or audit periods.
Customer Support & Communication Serve as the first point of contact for customers via phone, email, chat, or in-person. Respond promptly and professionally to customer inquiries, complaints, and service needs. Assist clients with account creation, updates, transactions, and product navigation. Provide accurate information about SAVA-TECH’s financial products, services, and digital platforms. Service Request Processing Process account applications, changes, and service requests in accordance with internal procedures. Verify customer documentation and ensure adherence to compliance and KYC requirements. Follow up on pending customer issues to ensure timely resolution. Customer Relationship Management Build strong, positive relationships with customers to promote loyalty and satisfaction. Identify opportunities to cross-sell or upsell relevant financial services and solutions. Record customer interactions and feedback in the CRM system for tracking and quality improvement. Problem Resolution & Escalation Investigate and resolve customer issues related to transactions, accounts, or digital services. Escalate complex issues to the appropriate departments while providing continuous updates to customers. Ensure all complaints are logged, tracked, and resolved within SLA timelines. Reporting & Compliance Maintain accurate customer records and ensure data security. • Prepare daily/weekly reports on customer interactions and service performance. Adhere to all regulatory, operational, and compliance standards in the financial services sector.
Education & Experience Diploma or Bachelor’s degree in Business Administration, Finance, Computer Science, Marketing, or a related field. Experience in customer service, preferably in banking, Microfinance, or financial services. Minimum 1-2 years of relevant customer services experience (preferably in Tanzania or East Africa).
JOB-69177800661e6
Vacancy title:
Customer Services Officer
[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]
Jobs at:
SAVA Tech Financial Services LTD
Deadline of this Job:
Sunday, November 30 2025
Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania
Summary
Date Posted: Friday, November 14 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Position Summary:
The Customer Services Officer plays a key role in providing excellent client support and ensuring a seamless customer experience across all SAVA-TECH Financial Services products and platforms. The role involves handling client inquiries, resolving issues, processing service requests, and educating customers on financial products while maintaining compliance with company policies and regulatory requirements.
Key Responsibilities
- Customer Support & Communication
- Serve as the first point of contact for customers via phone, email, chat, or in-person.
- Respond promptly and professionally to customer inquiries, complaints, and service needs.
- Assist clients with account creation, updates, transactions, and product navigation.
- Provide accurate information about SAVA-TECH’s financial products, services, and digital platforms.
- Service Request Processing
- Process account applications, changes, and service requests in accordance with internal procedures.
- Verify customer documentation and ensure adherence to compliance and KYC requirements.
- Follow up on pending customer issues to ensure timely resolution.
- Customer Relationship Management
- Build strong, positive relationships with customers to promote loyalty and satisfaction.
- Identify opportunities to cross-sell or upsell relevant financial services and solutions.
- Record customer interactions and feedback in the CRM system for tracking and quality improvement.
- Problem Resolution & Escalation
- Investigate and resolve customer issues related to transactions, accounts, or digital services.
- Escalate complex issues to the appropriate departments while providing continuous updates to customers.
- Ensure all complaints are logged, tracked, and resolved within SLA timelines.
- Reporting & Compliance
- Maintain accurate customer records and ensure data security. • Prepare daily/weekly reports on customer interactions and service performance.
- Adhere to all regulatory, operational, and compliance standards in the financial services sector.
- Education & Experience
- Diploma or Bachelor’s degree in Business Administration, Finance, Computer Science, Marketing, or a related field.
- Experience in customer service, preferably in banking, Microfinance, or financial services.
- Minimum 1-2 years of relevant customer services experience (preferably in Tanzania or East Africa).
- Technical & Professional Skills
- Strong communication skills—verbal and written.
- Proficiency with CRM systems, Microsoft Office, and digital financial platforms.
- Ability to handle multiple tasks, work under pressure, and meet service timelines.
- Problem-solving and conflict-resolution abilities.
- High attention to detail and strong organizational skills.
- Personal Attributes
- Customer-centric mindset.
- Professional, courteous, and empathetic.
- Strong integrity and commitment to confidentiality.
- Team player with a positive attitude.
Key Competencies
- Customer satisfaction scores.
- Timeliness and accuracy of service processes.
- Complaint resolution rate within SLAs.
- Quality and professionalism of customer interactions.
- Compliance with operational standards and policies.
Working Conditions
- Full-time employment.
- Based in Dar es Salaam.
- Standard office environment; occasional extended hours during month end or audit periods.
Work Hours: 8
Experience in Months: 12
Level of Education: associate degree
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