Customer Service Executive Job Vacancy at Mend East Africa Limited – Dar es Salaam, Tanzania

Mend East Africa Limited is hiring a Customer Service Executive on behalf of its client, a leading institution in the microfinance sector. This is an excellent opportunity for qualified professionals with experience in customer service, banking, microfinance, relationship management, sales, and financial services.

The successful candidate will be based in Dar es Salaam, Tanzania, and will play an important role in delivering excellent customer experiences while supporting customer acquisition and business growth.

Job Details

Job Title: Customer Service Executive
Recruiting Company: Mend East Africa Limited
Industry: Microfinance
Department: Customer Service
Reports To: Microfinance Operations Manager
Location: Dar es Salaam, Tanzania

Job Purpose

The Customer Service Executive will be responsible for delivering exceptional customer service while supporting business growth through:

• Customer acquisition
• Customer onboarding
• Relationship management
• Cross-selling financial products

The position serves as a first point of contact for customers, ensuring a smooth customer experience, timely resolution of complaints, regulatory compliance, and support for financial inclusion.

Key Responsibilities

1. Customer Service Excellence

The successful candidate will:

• Welcome and assist customers professionally.
• Respond promptly to customer inquiries and complaints.
• Follow up with customers to ensure issues are fully resolved.
• Maintain a high standard of customer experience and service delivery.

2. Customer Acquisition and Business Growth

The Customer Service Executive will support activities aimed at expanding the customer base, including:

• Supporting branch customer acquisition activities.
• Generating customer referrals.
• Assisting with customer onboarding.
• Supporting initiatives that contribute to business growth.

3. Customer Relationship Management

Key responsibilities include:

• Maintaining regular communication with customers.
• Understanding customers’ financial needs.
• Recommending suitable financial solutions.
• Building strong customer relationships and loyalty.

4. Cross-Selling and Sales

The successful candidate will:

• Promote loan and insurance products.
• Generate qualified leads for the Credit and Business Development teams.
• Support the achievement of sales targets.
• Identify opportunities to introduce customers to relevant financial products.

Customer Onboarding and Compliance

The Customer Service Executive will also be responsible for ensuring proper customer onboarding procedures.

Duties include:

• Facilitating customer onboarding.
• Verifying customer documentation.
• Ensuring compliance with KYC (Know Your Customer) requirements.
• Following CDD (Customer Due Diligence) procedures.
• Complying with AML/CFT requirements.

Digital Financial Services Support

The successful candidate will assist customers with:

• Completing application forms.
• Updating customer records.
• Accessing and adopting digital financial services.

The role requires a commitment to helping customers effectively use available financial services and systems.

Customer Protection and Regulatory Compliance

The Customer Service Executive must:

• Follow Bank of Tanzania customer protection guidelines.
• Maintain customer confidentiality.
• Report suspicious transactions where necessary.
• Ensure compliance with applicable regulations and internal procedures.

Reporting and Customer Feedback

The position also involves monitoring customer service performance and maintaining accurate records.

Responsibilities include:

• Maintaining customer interaction logs.
• Monitoring customer service KPIs.
• Recording customer feedback.
• Preparing daily reports.
• Preparing weekly reports.
• Preparing monthly reports.

Qualifications and Experience

Applicants for the Customer Service Executive job in Dar es Salaam should meet the following requirements:

Education

Applicants should possess a:

• Diploma or Bachelor’s Degree in Business Administration, Banking, Finance, Marketing, Customer Service, or a related field.

Experience

Candidates should have:

• At least two years of experience in customer service, relationship management, or front-office operations.
• Experience in a bank or microfinance institution.

Core Competencies Required

Successful candidates should demonstrate knowledge and skills in:

• Customer Relationship Management
• Microfinance Operations
• KYC, CDD and AML Compliance
• Financial Products and Cross-Selling
• Digital Financial Services
• Complaint Resolution
• CRM Systems
• Bank of Tanzania Regulations

Added Advantage

An added advantage will be given to candidates with:

• Professional certification in Customer Service or Relationship Management.
• Experience using CRM software.

How to Apply

Interested and qualified candidates should submit:

• An Application Letter
• An Updated Curriculum Vitae (CV)

Send your application directly via email to:

Email: info@mend-ea.co.tz

📍 Location: Dar es Salaam, Tanzania

Applicants are encouraged to ensure that their qualifications and experience meet the requirements outlined for this position before submitting their applications.