Customer Operations Specialist (TZ)

About the role

JUMO is looking for a Customer Operations Specialist based in Dar es Salaam, Tanzania, who will enable all customer touch points and manage operational partner relationships. The role reports directly to the Customer Operations Lead and Customer Ops Specialist in Kenya, and follows a remote-first approach with flexible working locations in the country.

Key responsibilities

• Drive operational efficiencies of the customer experience in line with company processes and standards, and identify opportunities for continuous service improvement
• Gather and analyse product feedback from customers, research calls, focus groups and surveys, and resolve issues
• Support and monitor partner customer touchpoints, including training JUMO and client call centre agents on products and query resolution
• Build internal and partner stakeholder relationships and proactively drive projects to improve customer experience metrics
• Monitor customer calls, extract insights and produce reporting on social media and operations trends
• Manage customer escalations and support queries within SLA, and track and report technical incidents with internal technical teams
• 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 weekly to visit call centres, agents and partners; weekend shifts may be required

Required profile

• Tertiary qualification in Operations or Business Administration
• 2-5 years 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 English (written and spoken) and relationship management and communication skills
• Project management, self-management and time management skills; analytical and reporting skills
• Ability to travel to Dar es Salaam weekly; own vehicle required
• Bonus: experience in IT, telecoms or fintech, knowledge of mobile money and financial platforms