Customer Care Representative – Africa Pension Fund (March 2025)

Africa Pension Fund

Customer Care Representative – Africa Pension Fund (March 2025)

Africa Pension Fund (APeF) is seeking a passionate and customer-focused professional to join our team. As a leader in Deposit Administration Schemes, Pension Fund Management, Investment Advisory, Fund Management, and Capital Mobilization, we are committed to delivering financial solutions that drive growth and security for our clients.

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If you have the expertise, experience, and enthusiasm for providing top-tier customer service in the financial sector, we encourage you to apply.

Position: Customer Care Representative

Location: Dar es Salaam
Job Type: Full-time
Openings: 1

Key Responsibilities

✔ Customer Interaction & Support

  • Serve as the first point of contact for client inquiries, providing prompt, clear, and professional assistance.
  • Address customer concerns efficiently while ensuring a positive experience.

✔ Complaint Resolution

  • Handle and resolve customer complaints professionally within set guidelines.
  • Escalate complex issues to the Operations Manager or relevant departments when necessary.

✔ Client Onboarding & Guidance

  • Support new members in the enrollment process, ensuring proper documentation and a smooth transition.
  • Provide clear explanations about pension schemes and investment products.

✔ Service Quality & Information Management

  • Maintain high standards of customer service in line with APeF’s policies.
  • Offer up-to-date information on pension plans, investment options, fund performance, and client accounts.

✔ Record Keeping & Data Management

  • Maintain accurate customer records in compliance with regulatory guidelines.
  • Ensure data integrity and confidentiality.

✔ Feedback Collection & Service Improvement

  • Gather customer feedback to identify areas for service enhancement.
  • Present insights to the Operations Manager for continuous improvement.

✔ Collaboration & Stakeholder Communication

  • Work closely with internal teams, including operations and IT, to resolve customer issues and enhance service delivery.

✔ Client Engagement & Education

  • Assist in organizing seminars, workshops, and informational sessions to educate clients on pension and investment services.

✔ Reporting & Administrative Support

  • Prepare regular reports on customer service performance, feedback trends, and resolution metrics.
  • Assist in other administrative tasks as assigned by the Operations Manager.

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Candidate Requirements

✅ Experience:

  • Minimum 2 years of experience in customer service, preferably in the financial sector.

✅ Skills & Attributes:

  • Strong interpersonal and communication skills.
  • Ability to handle customer concerns with professionalism and empathy.
  • Problem-solving skills with a customer-focused approach.

✅ Education & Qualifications:

  • Diploma or Bachelor’s degree in Communication, Business, or a related field.

How to Apply

📩 Email your resume and cover letter to hr@apef.co.tz with the subject line: Customer Care Representative Application.

⏳ Application Deadline: 16 March 2025

Join us at Africa Pension Fund and be part of a team dedicated to financial security and client success!

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