MEND East Africa Limited – Dar es Salaam, Tanzania, Tanzania

Customer Service Executive at MEND East Africa Limited – Dar es Salaam, Tanzania

OpenFull-time· Software Engineering· Apply by 4 Oct 2026

About the role

MEND East Africa Limited is recruiting a Customer Service Executive on behalf of a client operating in Tanzania’s microfinance sector. The position focuses on delivering excellent customer service while supporting customer acquisition, onboarding, relationship management, complaint resolution, cross-selling, and financial inclusion.
The successful candidate will serve as a key customer contact and help ensure a smooth experience across the customer journey. The role also requires strict compliance with Know Your Customer, Customer Due Diligence, anti-money laundering, customer protection, and confidentiality requirements.

Deliver excellent customer service while supporting business growth through customer acquisition, onboarding, relationship management, and cross-selling. The position serves as a first point of contact and supports complaint resolution, regulatory compliance, customer retention, and financial inclusion.

Welcome customers professionally and respond promptly to inquiries and complaints.
Follow up on complaints and customer requests to ensure resolution.
Support branch customer-acquisition activities, referrals, and onboarding.
Maintain regular contact with customers and understand their financial needs.
Recommend appropriate solutions and build customer loyalty.
Promote loan and insurance products.
Generate qualified leads for the Credit and Business Development teams.
Work toward assigned sales targets.
Facilitate customer onboarding and verify required documentation.
Ensure compliance with Know Your Customer, Customer Due Diligence, and anti-money laundering requirements.
Assist customers with application forms and updating their records.
Support customer adoption of digital financial services.
Follow Bank of Tanzania customer-protection guidelines.
Maintain customer confidentiality and report suspicious transactions.
Maintain customer-interaction records and monitor service indicators.
Prepare daily, weekly, and monthly reports.

Diploma or Bachelor’s Degree in Business Administration, Banking, Finance, Marketing, Customer Service, or a related field.
Minimum of two years’ experience in customer service, relationship management, or front-office operations within a bank or microfinance institution.
Professional certification in Customer Service or Relationship Management is an added advantage.
Experience with customer relationship management software is an added advantage.

Customer relationship management
Customer onboarding
Know Your Customer and Customer Due Diligence
Anti-money laundering compliance
Microfinance operations
Financial-product promotion and cross-selling
Complaint resolution
Digital financial services
Customer relationship management systems
Bank of Tanzania regulations
Why Consider This Opportunity?
Gain experience in regulated microfinance operations.
Support customer acquisition and financial inclusion.
Develop customer-service and relationship-management capabilities.
Gain exposure to financial products and digital financial services.
Build compliance, sales, reporting, and complaint-resolution experience.
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