Customer Operations Specialist // TZ
About the position The Customer Operations Specialist is accountable for enabling customer touchpoints and managing operational partner relationships by delivering solutions to identified challenges and opportunities. The position is based in Dar es Salaam, Tanzania, follows JUMO’s remote-first approach, and reports directly to the Customer Operations Lead & Customer Ops Specialist // KE. Occasional weekend shifts are required.
Responsibilities
- Drive operational efficiencies in the customer experience in line with company processes and agreed standards.
- Identify and act on opportunities for continuous service improvement, resolving issues by gathering and understanding product feedback from customers, reporting, research calls, focus groups, and surveys.
- Support and monitor partner customer touchpoints, including training JUMO and client call-centre agents on products and resolving customer queries.
- Build strong relationships with internal and partner stakeholders to ensure customer centricity in decision-making.
- Initiate and drive projects to improve customer experience metrics.
- Observe customer calls, extract key insights, and prepare reporting on social media and operations trends to enhance the customer experience.
- Manage customer escalations and support queries within SLA, driving internal stakeholder resolution.
- Track and report technical incidents affecting customer experience and work with internal technical teams to investigate, understand, and resolve root causes.
- Assist in managing and configuring internal customer support systems.
- Coordinate the integration of new Ecosystem Partners, Financial Service Providers, or Products in the territory.
- Travel to Dar es Salaam to conduct weekly visits to call centres, agents, and partners.
Requirements
- Tertiary qualification in Operations or Business Administration.
- 2–5 years of experience in a customer-centric role, with a strong track record in relationship management, research and insights gathering, and reporting.
- Exposure to a call-centre environment.
- Strong relationship-management and communication skills, including strong written and spoken English proficiency.
- Customer- and results-oriented, proactive, and an effective team player.
- High level of integrity.
- Project-management skills and the ability to self-manage, multitask, prioritise, organise, and manage time effectively.
- Strong reporting, analytical, and logical skills.
- Creative and solution-oriented, with the ability to take initiative.
- Able to travel to Dar es Salaam for weekly visits to call centres, agents, and partners.
Nice-to-haves
- Experience in IT, telecoms, and/or fintech environments.
- Knowledge of Mobile Money and technology or financial platforms.
- Access to a personal vehicle.
Benefits
- Flexible work practices.
- Opportunities for continuous learning and growth, with encouragement and support.
- Autonomy and empowerment to lead.
- An inspiring work environment with smart, engaging colleagues.
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