Customer Care Assistant

NAFASI ZA KAZI TANZANIA SOCIAL ACTION FUND

Tanzania Social Action Fund (TASAF) is currently implementing productive social safety Net program which is aim to protecting the vulnerable poor households from the severest consequence of poverty by implementing interventions that will lead to increased household incomes and opportunities while increasing consumption

TASAF Executive Director is inviting applications from suitably and qualified Tanzanian nations to fill the vacant post at its head office

Title : Customer Care Assistant
Appointing Authority : TASAF Management Unit
Reporting Relationship : Reports to the GRM officer

BASIC FUNCTIONS:
To assist the GRM office to handle beneficiaries’ complaints, provide appropriate solutions and
alternatives within the time limits; follow up to ensure beneficiaries’ needs are satisfied.
She/He shall:
a) Handle beneficiaries complaints, provide appropriate solutions and alternatives within the
time limits; follow up to ensure resolution
b) Keep records of beneficiaries interactions,
c) Manage large amounts of incoming calls and provide accurate, valid and complete
information by using the right methods/tools
d) Identify and assess customers’ needs to achieve satisfaction
e) Answer questions from PSSN beneficiaries and provide guidance and feedback
f) Measure performance with key metrics such as call abandonment, calls waiting etc.
g) Ensure adherence to policies for attendance, established procedures etc.
h) Keep management informed on issues and problems
i) Prepare monthly/annual results and performance reports
j) Build sustainable relationships and trust with customer accounts through open-end
interactive communication
k) Follow communication procedures, guidelines and policies

QUALIFICATIONS:
a) Diploma in Customer Care or equivalent qualification.
b) At least two (2) years experience in relevant field
c) Must be computer literate.
d) Good communication and interpersonal skills.
e) Proficient in English and Kiswahili
f) Tech savvy with knowledge of telephone equipment and relevant computer programs
g) Ability to work under pressure
h) Self motivated with integrity and high level of confidentiality.

KEY PERFORMANCE MEASURES:
a) Existence of proper records of complains handled
b) Existence of complains reports;
c) Existence of updated complain register;
d) Timely replenishment of complaints handled
e) Existence of updated data in the system of complainants

Duration of Contract: 2 years
Duty Station: TASAF Head Office – Dar es Salaam  

HOW TO APPLY

- Applications enclosing scanned copies of certificates and CV vitae in PDF FORMAT be sent to hrm@tasaf.go.tz

- Applications made in a way other than the above will not be considered

- Deadline is 30 th September 2017

- Those will not hear from us 14 days after the deadline should consider themselves as unsuccessful