About This Role
This role is the human bridge between customers and internal operations at a microfinance institution. While the title includes "support," the real weight lies in de-escalation, cross-departmental coordination, and system-level problem solving. It suits a professional who is comfortable handling pressure from both upset customers and internal teams, and who can maintain clarity under constant communication demands.
What the Requirements Say About This Role
The listing signals a need for someone who can manage ambiguity and competing priorities. Rather than just answering questions, you are expected to investigate, track, and escalate — meaning the employer values judgment, follow-through, and the ability to navigate a matrix of departments. The profile being sought is less about technical expertise and more about emotional resilience and structured thinking.
How to Approach This Application
Emphasize specific examples where you resolved a complaint by collaborating with multiple teams or departments. Since the company operates in microfinance, highlight any experience with regulated financial products or customer-sensitive environments. Avoid generic customer service language — instead, show how you prioritize, document, and close cases under defined service-level agreements.
Who This Role Suits
This role is best suited for a detail-oriented problem solver with 1–3 years of experience in a structured customer-facing role, ideally in banking or microfinance. It is likely moderately competitive, as it offers exposure across departments and a clear path into operations.
A. Customer Support & Experience
- Respond to escalated customer inquiries from contact center channels (calls, SMS, Telegram, email, etc.)
- Provide clear, accurate, and timely responses to customers
- Maintain a professional, empathetic, and customer-focused approach in all interactions
- Ensure consistent communication and follow-up with customers until resolution
- Educate customers on products, services, and processes where necessary
B. Complaint Handling & Resolution
- Register and categorize customer complaints in the system
- Investigate complaints by coordinating with relevant departments (Credit, Operations, IT, Collections, etc.)
- Track complaint progress and ensure timely resolution based on SLA
- Escalate complex or high-risk issues to management when necessary
- Ensure proper closure of complaints with customer confirmation
- Maintain complete and accurate documentation of all cases
C. Coordination & Follow-Up
- Act as a liaison between the Contact Center and internal teams
- Follow up with departments to ensure prompt action on customer issues
- Monitor unresolved cases and proactively push for closure
- Ensure accountability of all stakeholders involved in issue resolution
D. Reporting & Analysis
- Prepare daily, weekly, and monthly reports on:
- Number of complaints received
- Resolution turnaround time
- Pending and overdue cases
- Key customer pain points
- Analyze trends and recommend improvements to enhance customer experience
- Support management with insights for service and process improvement
E. Compliance & Quality Assurance
- Ensure all customer interactions comply with company policies and regulatory requirements
- Maintain confidentiality and data protection standards
- Support quality assurance initiatives to improve customer handling standards
3. Key Performance Indicators (KPIs)
- Complaint resolution turnaround time (TAT)
- % of complaints resolved within SLA
- Customer satisfaction (CSAT) score
- First response time
- Reduction in repeat complaints
- Case closure quality and accuracy
- Bachelor’s degree in Business Administration, Management, or related field
- 3+ years of experience in customer service, call center, or complaint handling
- Strong communication and interpersonal skills
- Problem-solving and conflict resolution ability
- Good reporting and analytical skills
- Ability to work under pressure and manage multiple cases
- Familiarity with CRM systems is an advantage
How To Apply
Interested and qualified applicants are invited to submit their CV and application letter via EthioJobs or send directly to: hr.admin@digafcredit.com
Related jobs
More openings in a similar category on Kedamijobs.
-
Junior Credit Control Officer
Digaf & Micro-Credit Provider SC
-
Finance Manager
Raw Ethiopia Eco Trading PLC
-
Social Media Manager
Mon Real Estate
Discover More Jobs
View Other JobsApply for this Job
Customer Experience Support Officer
Digaf & Micro-Credit Provider SC
