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Customer Delivery Specialist (6 month contract)
About this job
As a Customer Delivery Specialist in our Customer Success team, you will effectively enable all customer touchpoints, and manage operational partner relationships, by delivering solutions to challenges and opportunities identified in both Swahili and English. This position will be based in Dar es Salaam, Tanzania and will report directly to the Customer Experience Delivery Manager.
You will : Jumo Careers
- Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards
- Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys
- Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries
- Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience
- Manage all customer escalations and support queries within SLA, by driving internal stakeholder resolution of these in the business
- Track and report on all technical incidents affecting customer experience, while engaging with internal technical teams to investigate, understand and resolve, the root cause technical issues
- Assist in managing and configuring internal customer support systems
- Support other functional departments by coordinating the integration of new Mobile Network Operators, Financial Service Providers or Products in the territory
- Translate English into Swahili where needed
- Manage logistics, travel arrangements and other ad hoc duties
You will need
- Bachelor’s degree preferably in Marketing (e.g. CIM), business management or administration
- A minimum of 2 – 5 years in a customer-centric, relationship management role with a strong track record in research and insights gathering and reporting
- Relationship management skills
- Project management skills
- Self-motivated, with a strong ability to self-manage
- Results oriented, proactive and a team player
- Reporting, analytical and logical skills
- Creative, solution orientated and able to take initiative
- Excellent communication and presentation skills
- Fluent in English & Swahili
- Ability to multitask, prioritize, organize and manage time effectively
- People (customer) centric/customer oriented
- Approachable and easy going
- High level of integrity
Bonus if you have
- Experience within the IT/Telecoms, Mobile Money or Mobile/Electronic Banking, Call Centre environments
- Knowledge of Mobile Money and Technology/Financial platforms
- Access to your own or public transport to conduct regular visits to the call centres, agents and partners
We ask a lot of each other at JUMO, but we give a lot too.
You will love
- Collaborating with smart, engaging people in an inspiring work environment
- Working for impact
- Growing and learning continuously, with loads of encouragement and support
- Boldly taking risks as we navigate new challenges
- Flexible work practices enabling your best delivery
- Being autonomous and empowered to lead
Remote First
You will be based in Dar es Salaam, Tanzania. We operate a remote first working approach where working remotely is our default way of working. We have access to a virtual office in Dar Es Salaam. You have flexibility where to work from, as long as you have access to a reliable connection and are set up to work remotely.
Diversity and Inclusion
At JUMO, we believe that diversity strengthens our teams and we strive in our recruitment process to create an environment where people from every background can collaborate and prosper and be themselves.