Customer Services Officer Job Vacancy at SAVA Tech Financial Services LTD

Customer Services Officer Job Vacancy at SAVA Tech Financial Services LTD

Job Advertisement: Customer Services Officer 

Location: Dar es Salaam, Tanzania 

About Sava-Tech Financial Services Limited 

Sava-Tech Financial Services is a microfinance private company duly licensed  by the Bank of Tanzania to engage in microfinance operations within Tanzania  Mainland, which currently owns and operates a trading name Sava Loan, Sava  Loan is an online lending platform that aims to provide affordable financial  services to African consumers and small businesses who have limited access to  financial products from traditional banks 

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 

1. 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. 

2. 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.

3. 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. 

4. 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. 

5. 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 

1. 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). 

2. 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. 

3. 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 

1. Full-time employment. 
2. Based in Dar es Salaam. 
3. Standard office environment; occasional extended hours during month end or audit periods. 

How to Apply:  

Interested candidates should send their applications including a cover letter, CV  and three professional references to [email protected] by November 30, 2025, with  the subject line “Application – “Customer Services Officer.” 

For more information, please visit www.sava.co.tz 

Only shortlisted candidates will be contacted